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Indianapolis, IN 46240

CCNA CollaborationCICD 210-060

Official Cert Guide

MIKE VALENTINE

ii CCNA Collaboration CICD 210-060 Official Cert Guide

CCNA Collaboration CICD 210-060 Official Cert Guide

Mike Valentine

Copyright© 2016 Cisco Systems, Inc.

Published by:Cisco Press800 East 96th Street Indianapolis, IN 46240 USA

All rights reserved. No part of this book may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or by any information storage and retrieval system, without written permission from the publisher, except for the inclusion of brief quotations in a review.

Printed in the United States of America

First Printing September 2015

Library of Congress Control Number: 2015943875

ISBN-13: 978-1-58714-443-1

ISBN-10: 1-58714-443-3

Warning and DisclaimerThis book is designed to provide information about the CCNA Collaboration CICD exam (210-060). Every effort has been made to make this book as complete and as accurate as possible, but no warranty or fitness is implied.

The information is provided on an “as is” basis. The authors, Cisco Press, and Cisco Systems, Inc. shall have neither liability nor responsibility to any person or entity with respect to any loss or damages arising from the information contained in this book or from the use of the discs or programs that may accompany it.

The opinions expressed in this book belong to the author and are not necessarily those of Cisco Systems, Inc.

Trademark AcknowledgmentsAll terms mentioned in this book that are known to be trademarks or service marks have been appropri-ately capitalized. Cisco Press or Cisco Systems, Inc., cannot attest to the accuracy of this information. Use of a term in this book should not be regarded as affecting the validity of any trademark or service mark.

Special SalesFor information about buying this title in bulk quantities, or for special sales opportunities (which may include electronic versions; custom cover designs; and content particular to your business, training goals, marketing focus, or branding interests), please contact our corporate sales department at [email protected] or (800) 382-3419.

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Feedback InformationAt Cisco Press, our goal is to create in-depth technical books of the highest quality and value. Each book is crafted with care and precision, undergoing rigorous development that involves the unique expertise of members from the professional technical community.

Readers’ feedback is a natural continuation of this process. If you have any comments regarding how we could improve the quality of this book, or otherwise alter it to better suit your needs, you can contact us through email at [email protected]. Please make sure to include the book title and ISBN in your message.

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Publisher: Paul Boger Associate Publisher: Dave Dusthimer

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Book Designer: Mark Shirar Composition: Trina Wurst

Indexer: Ken Johnson Proofreader: Megan Wade-Taxter

iii

iv CCNA Collaboration CICD 210-060 Official Cert Guide

About the AuthorMichael Valentine has worked in the IT field since 1996 and became a trainer in 2001. Currently, he is a Cisco trainer with Skyline Advanced Technology Services and special-izes in Cisco Unified Communications and CCNA classes. His accessible, humorous, and effective teaching style has demystified Cisco for thousands of students since he began teaching CCNA in 2002. Mike holds a bachelor of arts degree from the University of British Columbia and currently holds CCNA, CCNP, CCDP, CCVP, and CCSI No. 31461 certifications. Mike has developed courseware and labs for Cisco and its training partners. Mike is the coauthor of CCNA Exam Cram (Exam 640-802), Third Edition (Que 2008); authored the CCNA Voice Quick Reference Guide, and has served as technical editor and contributor on several Cisco Press titles.

About the Technical ReviewersJason Ball currently works for Compass Business Solutions, a learning partner of Cisco. Compass specializes in teaching Collaboration related courses including CIVND 2. He holds many certifications, most of which are with Cisco. His current certifications with Cisco include CCNA Route/Switch, CCDA, CCSI, CCNA Video, CCNA Voice, CCNA Collaboration, CCNP Voice, CCNP Collaboration, CSE, LVCI, BACI, Cisco Video Network Specialist, and TVS Certified Specialist.

Michelle Plumb is a full-time Cisco Certified Systems Instructor (CCSI). She has 26+ years of experience in the field as an IT professional and telecommunications specialist. She maintains a high number of Cisco, Microsoft, and CompTIA certifications, including CCNP Voice (now known as CCNP Collaboration), MCSE, CompTIA A+, Network+, Project+, and iNet+. Michelle has been a technical reviewer for numerous books related to the Cisco CCNP Route and Switch, CCNP Voice, and CompTIA course materials. Her main passion is helping others learn these new and exciting technologies. She lives in Phoenix, Arizona, with her husband and two dogs.

v

DedicationFor my mother, Mary Hayes Valentine

vi CCNA Collaboration CICD 210-060 Official Cert Guide

AcknowledgmentsWriting a book like this is basically awful. Other than the lifestyle of a Cisco Press author—the constant glamour, the fast cars, the celebrity parties in exotic places, and of course, the literal piles of cash that royalties haul in—there’s not much fun about park-ing your butt in a chair and hammering out chapters when there are many other urgent and interesting things needing your time. But it’s the thing I take the most pride in as an accomplishment in my career, and it’s something that I really feel needs to be good, so that people can use it, learn from it, and actually enjoy doing so.

This book simply wouldn’t happen without the involvement of many individuals who variously supported, cajoled, threatened, motivated, reminded, negotiated, introduced, cooked, hugged, reality-checked, edited, coordinated, illustrated, and emailed—and most of them I don’t even know and sadly will never meet. If you worked on this book, contributed or in any way helped make it happen, or just make it better, thank you. I hope I can meet you and shake your hand to thank you in person someday.

Brett Bartow: For your professionalism when certain others lost theirs, and most espe-cially for your uncommon kindness and caring. Thank you, sir.

Chris Cleveland: In my mind, you are some kind of mastermind, with the patience of stone and the unfailing ability to catch every single detail that I missed. All of them. Every time. Thanks. I don’t know how you do it.

Jeremy Cioara: For passing the torch.

Brian Morgan: I can’t thank you enough. Your assistance made this one happen; I will buy the beer when we finally meet in person.

Toby Sauer: A dedicated and competent professional; an honorable man; a good friend and an unfailing supporter who will never hesitate to tell me what I did right, or when I messed up, and exactly how in either case. I value this.

Ed Misely: A good friend and terrifyingly capable technical resource, for his assistance with my labs.

Marshall Bradley: For your time and your help, and for having excellent taste in bass guitars and amps.

Indie and Marvin, the Cattle Dog odd couple: For keeping my feet warm and for always reminding me that Frisbee is more important than anything.

My family: Thank you, again, for your support, your patience, your love, and your belief in me. I can come upstairs now.

vii

Contents at a Glance

Part I Voice Perspectives

Chapter 1 Traditional Voice Versus Unified Voice 3

Chapter 2 Understanding the Components of Cisco Unified Communications 29

Chapter 3 Understanding Cisco IP Phones 51

Part II Cisco Unified Communications Manager Express

Chapter 4 Getting Familiar with CME Administration 85

Chapter 5 Managing Endpoints and End Users in CME 97

Chapter 6 Understanding the CME Dial Plan 113

Chapter 7 Enabling Telephony Features with CME 165

Part III Cisco Unified Communications Manager

Chapter 8 Administrator and End-User Interfaces 211

Chapter 9 Managing Endpoints and End Users in CUCM 231

Chapter 10 Understanding CUCM Dial Plan Elements and Interactions 267

Chapter 11 Enabling Telephony and Mobility Features with CUCM 287

Chapter 12 Enabling Mobility Features in CUCM 323

Part IV Voicemail and Presence Solutions

Chapter 13 Voice Messaging Integration with Cisco Unity Connection 343

Chapter 14 Enabling CM IM and Presence Support 379

Part V Voice Network Management and Troubleshooting

Chapter 15 Common CME Management and Troubleshooting Issues 399

Chapter 16 CUCM Monitoring, Maintenance, and Troubleshooting 417

Chapter 17 Monitoring Cisco Unity Connection 449

Chapter 18 Final Preparation 467

viii CCNA Collaboration CICD 210-060 Official Cert Guide

Part VI Appendixes

Appendix A Answers Appendix 473

Appendix B Exam Updates 477

Appendix C Managing CME Using the Command Line 479

Glossary 493

Index 507

CD-Only Appendixes

Appendix D Memory Tables

Appendix E Memory Table Answer Key

Appendix F Study Planner

ix

Contents Introduction xxiii

Part I Voice Perspectives

Chapter 1 Traditional Voice Versus Unified Voice 3

“Do I Know This Already?” Quiz 3

Analog Connections 6

Digital Connections 9

Moving from Analog to Digital 9

Channel Associated Signaling 11

Common Channel Signaling 12

Understanding the PSTN 12

Components of the PSTN 12

Understanding PBX and Key Systems 13

Connections To and Within the PSTN 14

PSTN Numbering Plans 15

The Emergence of VoIP 16

VoIP: Why It Is a Big Deal for Businesses 16

The Process of Converting Voice to Packets 17

The Role of Digital Signal Processors 21

Understanding RTP and RTCP 23

Review All the Key Topics 25

Complete the Tables from Memory 25

Definitions of Key Terms 26

Chapter 2 Understanding the Components of Cisco Unified Communications 29


Unified Collaboration 32

Understanding Cisco Unified Communications Manager Express 33

CME Key Features 34

CME Interaction with Cisco IP Phones 35

Understanding Cisco Unified Communications Manager 37

CUCM Key Features 37

CUCM Database Replication and Interacting with Cisco IP Phones 38

Understanding Cisco Unity Connection 41

Cisco Unity Connection Key Features 42

Cisco Unity Connection and CUCM Interaction 43

Understanding Cisco Unified CM IM and Presence 44

Cisco Jabber 45

x CCNA Collaboration CICD 210-060 Official Cert Guide

Understanding Video Communication Server and TelePresence Management Suite 46

Cisco VCS Control and VCS Expressway 46

TelePresence Management Suite 47




Chapter 3 Understanding Cisco IP Phones 51


Connecting and Powering Cisco IP Phones 54

Cisco Catalyst Switch PoE 56

Powering the IP Phone Using a Power Patch Panel or Coupler 56

Powering the IP Phone with a Power Brick 57

VLAN Concepts and Configuration 57

VLAN Review 57

VLAN Trunking/Tagging 58

Understanding Voice VLANs 60

VLAN Configuration 61

Understanding the Cisco IP Phone Boot Process 63

Configuring a Router-Based DHCP Server 64

Setting the Clock of a Cisco Device with NTP 65

IP Phone Registration 67

Quality of Service 68

Understanding the Enemy 69

Requirements for Voice, Video, and Data Traffic 70

Network Requirements for Voice and Video 70

Network Requirements for Data 70

QoS Mechanisms 71

Link Efficiency Mechanisms 72

Queuing Algorithms 73

Applying QoS 74

Using Cisco AutoQoS 74




Part II Cisco Unified Communications Manager Express

Chapter 4 Getting Familiar with CME Administration 85


Preparing the CME Router for Cisco Configuration Professional 88

xi

Managing CME Using CCP 89

CME Integrated GUI 89

Cisco Configuration Professional 90



Chapter 5 Managing Endpoints and End Users in CME 97


Describe End Users in CME 100

User Access Levels in CME 100

Creating Users in CME 100

Creating Users with the CME GUI 101

Enabling the CME Built-In GUI 101

Using the CME Built-In GUI to Create the Customer Admin 103

Create or Modify End Users and Endpoints in CME Using the CCP GUI 105

General Capabilities of CCP 105

CCP Unified Communications Configuration 106

Implementing End Users and Endpoints in CME 107

Review All Key Topics 111


Define Key Terms 111

Chapter 6 Understanding the CME Dial Plan 113


Configuring Physical Voice Port Characteristics 116

Configuring Analog Voice Ports 116

FXS Ports 116

FXO Ports 119

Configuring Digital Voice Ports 120

Understanding and Configuring Dial Peers 125

Voice Call Legs 126

Configuring POTS Dial Peers 127

Configuring VoIP Dial Peers 131

Using Dial Peer Wildcards 133

Private Line Automatic Ringdown 136

Understanding Router Call Processing and Digit Manipulation 137

Matching Inbound and Outbound Dial Peers 139

Using Digit Manipulation 142

Practical Scenario 1: PSTN Failover Using the prefix Command 143

Practical Scenario 2: Directing Operator Calls to the Receptionist 145

Practical Scenario 3: Specific POTS Lines for Emergency Calls 146

xii CCNA Collaboration CICD 210-060 Official Cert Guide

Practical Scenario 4: Using Translation Profiles 148

Using CCP to Configure a CME Dial Plan 151

Understanding and Implementing CME Class of Restriction 153

Using CCP to Implement COR 159



Chapter 7 Enabling Telephony Features with CME 165


Configuring a Voice Network Directory 168

Configuring Call Forwarding 172

Forwarding Calls from the IP Phone 172

Forwarding Calls from the CLI 172

Using the call-forward pattern Command to Support H.450.3 173

Configuring Call Transfer 175

Configuring Call Park 177

Configuring Call Pickup 182

Configuring Intercom 184

Configuring Paging 187

Configuring After-Hours Call Blocking 191

Configuring CDRs and Call Accounting 194

Configuring Music on Hold 198

Configuring Single Number Reach 199

Configuring Ephone Hunt Groups 201

Final Forwarding Options for Hunt Groups 202

Configuring Night Service Using CCP 203

Configuring Shared Ephone-dn Using CCP 206

Describe Extension Mobility in CME 207



Part III Cisco Unified Communications Manager

Chapter 8 Administrator and End-User Interfaces 211


Describe the CUCM Administration Interfaces 214

Cisco Unified Communications Manager Administration Interface 214

Cisco Unified Serviceability Administration Interface 215

Cisco Unified Operating System Administration Interface 217

Disaster Recovery System Interface 218

Cisco Unified Reporting Interface 218

xiii

CLI 218

User Management in CUCM: Roles and Access Control Groups 219

Roles 219

Access Control Groups 220

Describe the CUC Administration Interfaces 221

Cisco Unity Connection Administration 222

Cisco Unity Connection Serviceability 224

Describe the Cisco Unified CM IM and Presence Server Administration Interfaces 224

Cisco CM-IM and Presence Administration Interface 224

Cisco Unified IM and Presence Serviceability 225

Describe the End-User Interface for CUCM 226



Chapter 9 Managing Endpoints and End Users in CUCM 231


Implementing IP Phones in CUCM 234

Special Functions and Services Used by IP Phones 234

NTP 234

CDP 235

DHCP 235

PoE 235

TFTP 235

DNS 235

IP Phone Registration Process 236

SIP Phone Registration Process 236

Preparing CUCM to Support Phones 237

Service Activation 237

DHCP Server Configuration 237

Configuring DHCP in Router IOS 239

IP Phone Configuration Requirements in CUCM 240

Device Pool 240

Device Defaults 242

Softkey Template and Phone Button Template 242

Profiles 242

Adding Phones in CUCM 243

Manual Configuration of IP Phones 243

Auto-Registration of IP Phones 247

Bulk Administration Tool 250

xiv CCNA Collaboration CICD 210-060 Official Cert Guide

Auto Register Phone Tool 251

Self-Provisioning 252

Describe End Users in CUCM 252

End Users Versus Application Users 252

Credential Policy 253

Features Interacting with User Accounts 253

User Locale 254

Device Association 254

Implementing End Users in CUCM 255

Manual Entry 255

Bulk Import Using BAT 256

LDAP Integration 256

LDAP Synchronization 256

LDAP Authentication 257

LDAP Integration Considerations 257

LDAP Sync Agreements 259

LDAP Sync Mechanism 260

LDAP Custom Filters 260

Configure LDAP Sync 260

Activate DirSync 260

Configure the LDAP System 260

Configure the LDAP Directory 261

Verify LDAP Sync 262

Configuring LDAP Authentication 262

Verify LDAP Authentication 263

Create LDAP Custom Filters 263



Chapter 10 Understanding CUCM Dial Plan Elements and Interactions 267


CUCM Call Flows 270

Call Flow in CUCM If DNS Is Used 270

Call Flow in CUCM If DNS Is Not Used 271

Centralized Remote Branch Call Flow 273

Centralized Deployment PSTN Backup Call Flow 274

Centralized Deployment Considerations and Limitations 275

PSTN Backup Using CAC 275

Distributed Deployment Call Flow 276

Call Routing Sources in CUCM 277

xv

Call Routing Destinations in CUCM 277

Call Routing Configuration Elements 278

Route Pattern 278

Route List 279

Route Group 279

Gateways and Trunks 280

Call Routing Behavior 280

Digit Analysis 280

Hunt Groups 281

Class of Control 282

Partition 282

Calling Search Space 282

Interaction of Partitions and Calling Search Spaces 282

Line Device Configuration 283



Chapter 11 Enabling Telephony and Mobility Features with CUCM 287


Describe Extension Mobility in CUCM 290

Enable EM in CUCM 291

Describe Telephony Features in CUCM 298

Call Coverage 298

Call Forward 298

Shared Lines 299

Barge and Privacy 299

Call Pickup 300

Call Hunting 300

Call Park 301

Intercom 301

CUCM Native Presence 301

Presence Architecture 302

Enable Telephony Features in CUCM 303

Enabling Call Coverage 303

Configuring Shared Lines 303

Configuring Barge 304

Configuring Call Pickup 305

Configuring Call Park and Directed Call Park 308

Configuring Call Hunting 310

Configuring Intercom Features 313

xvi CCNA Collaboration CICD 210-060 Official Cert Guide

Configure CUCM Native Presence 315

Configuring BLF Speed Dials 315

Configuring Presence-Enabled Call Lists 316

Configuring Custom Presence Groups 317



Chapter 12 Enabling Mobility Features in CUCM 323


Understanding CUCM Mobility Features 326

Describe Mobile Connect 326

Unified Mobility Architecture 327

Access Lists 327

Time-of-Day Access 327

Mobile Voice Access 328

Implementing Mobility Features in CUCM 328

Configuring Mobile Connect 329

Step 1: Configure Softkey Templates 329

Step 2: Configure User Accounts for Mobility 329

Step 3: Configure the IP Phone to Support Mobility Features 331

Step 4: Create Remote Destination Profiles 331

Step 5: Add Remote Destinations to Remote Destination Profiles 331

Step 6: Configure Ring Schedules for Each Remote Destination 332

Step 7: Configure Access Lists 333

Step 8: Apply Access Lists 334

Step 9: Configure Service Parameters 335

Configuring MVA 336

Step 1: Activate the MVA Service 337

Step 2: Configure Service Parameters 337

Step 3: Enable MVA for Each User 338

Step 4: Configure the MVA Media Resource 339

Step 5: Configure the MVA VXML Application at the IOS Gateway 340



Part IV Voicemail and Presence Solutions

Chapter 13 Voice Messaging Integration with Cisco Unity Connection 343


Describe Cisco Unity Connection 346

Overview of Cisco Unity Connection 346

xvii

Single-Site and Multisite Deployment Considerations 346

CUC Integration Overview 347

CUC Integration with CUCM Using SCCP 347

CUC Integration Using SIP 348

CUC Features 349

System Settings 349

Enterprise Parameters and Service Parameters 350

LDAP 350

Call Handlers 350

Call Routing 351

Direct Routing Rules 351

Forwarded Routing Rules 352

Call Routing Rule Filters 352

Distribution Lists 352

Authentication Rules 352

Dial Plan 353

Describe Cisco Unity Connection Users and Mailboxes 353

User Templates 353

User Template Basics 353

Password Settings 354

Roles 354

Transfer Rules and Greetings 354

Call Actions 355

Message Settings, Message Actions, and Caller Input 355

TUI Settings 355

CUC End Users 355

Extension and Call Forward Options 356

Voice Messaging with SRST and AAR 356

Voicemail Box 356

Private Distribution Lists 356

Notification Devices 356

User Creation Options 356

CUC Voicemail Boxes 357

Message Aging Policy and Mailbox Quotas 357

Implement Cisco Unity Connection Users and Mailboxes 357

Configure End User Templates 357

User Template Basics 358

Password Settings 359

Roles 360

Message Settings 360

xviii CCNA Collaboration CICD 210-060 Official Cert Guide

Message Actions 361

Phone Menu 362

Playback Message Settings 363

Notification Devices 364

Configure CUC End Users 365

Manual Process 365

Alternate Extensions and Names 366

Private DLs 367

Importing End Users into CUC 368

Importing Users from CUCM 368

Importing Users from LDAP 370

Bulk Administration Import of CUC Users 372

Managing the CUC Message Store 373

Mailbox Stores Membership 374

Message Aging Policy 374

Mailbox Quotas 375



Chapter 14 Enabling CM IM and Presence Support 379


Describe CM-IMP Features 381

Jabber 381

Jabber Operating Modes 381

Enterprise Instant Messaging 382

Voice Calls 383

Video Calls 383

Integration Support 383

Cisco Unified Client Services Framework 383

Cisco Unified Communications Manager IP Phone Service 384

Describe Cisco Unified Presence Architecture 384

Integration with Microsoft Office Communications Server 385

Integration with LDAP 385

Integration with Cisco Unity Connection 385

Integration with Conferencing Resources 386

Integration with Calendar Resources 386

Architecture and Call Flow: Softphone Mode 386

Architecture and Call Flow: Deskphone Control Mode 386

IM/Chat, Compliance, and Persistent Chat 387

CM-IMP and QoS Considerations 387

xix

Enabling CM-IMP 389

Enabling End Users for Cisco Jabber in CUCM 389

Step 1: Configure End Users in CUCM 389

Step 2: Associate the Directory Numbers with the End Users in CUCM 390

Step 3: Create a Cisco Unified CSF Device 390

Step 4: Associate the CSF Device with the End User in CUCM 390

Enabling End Users for Jabber in CUCM 390

Enabling CUCM Presence Signaling Integration with CM-IMP 393

Enabling End Users for Jabber in CM-IMP 394

Troubleshooting Jabber 394



Part V Voice Network Management and Troubleshooting

Chapter 15 Common CME Management and Troubleshooting Issues 399


Troubleshooting 402

Troubleshooting Common CME Registration Issues 403

Issue 1: Verifying PoE 405

Issue 2: Voice VLAN Assignment 405

Issue 3: DHCP Server 406

Issue 4: TFTP Server 406

Issue 5: CME Server 407

Troubleshooting Dial Plan and QoS Issues 407

Dial Plan Issues 407

QoS Issues 410



Chapter 16 CUCM Monitoring, Maintenance, and Troubleshooting 417


Describe How to Provide End-User Support for Connectivity and Voice Quality Issues 421

Troubleshooting 421

Troubleshooting IP Phone Registration Problems 422

Deleting Unassigned Directory Numbers Using the Route Plan Report 424

Describe CUCM Reports and How They Are Generated 425

Generating Reports 425

Analyzing Reports 427

Understanding CUCM CDR Analysis and Reporting Tool Reports 427

xx CCNA Collaboration CICD 210-060 Official Cert Guide

Activate CAR-Related Services 428

Configure CDR Service Parameters 428

CAR Tool Users 429

CDR and CMR Architecture 429

CAR System Parameters 429

Exporting CDR and CMR Records 430

Generating CDR Reports 430

Report Generation Example 431

Generating System Reports 433

Generating Device Reports 434

Describe Cisco Unified RTMT 434

RTMT Interface 436

Monitoring CUCM with RTMT 436

Voice and Video Summary 437

Gateway Activity 437

Device Search 438

Database Summary 439

Call Activity 440

Alert Central 442

Remote Browse 443

Syslog 443

Describe the Disaster Recovery System 444

Using the DRS 445

Set Up a Backup Device 445

Create a Scheduled Backup 445

Perform a Restore 446



Chapter 17 Monitoring Cisco Unity Connection 449


Generating and Accessing Cisco Unity Connection Reports 452

Cisco Unity Connection Serviceability Reports 452

Cisco Unified Serviceability: Serviceability Reports Archive 455

Analyzing Cisco Unity Connection Reports 457

Troubleshooting and Maintenance Operations Using Cisco Unity Connection Reports 459

Reports to Support Routine Maintenance 462



xxi

Chapter 18 Final Preparation 467

Tools for Final Preparation 467

Exam Engine and Questions on the CD 467

Install the Exam Engine 467

Activate and Download the Practice Exam 468

Activating Other Exams 468

Premium Edition 468

The Cisco Learning Network 469

Memory Tables 469

Chapter-Ending Review Tools 469

Study Plan 469

Recall the Facts 470

Practice Configurations 470

Using the Exam Engine 470

Part VI Appendixes

Appendix A Answers Appendix 473

Appendix B Exam Updates 477

Always Get the Latest at the Companion Website 477

Technical Content 477

Appendix C Managing CME Using the Command Line 479

Glossary 493

Index 507

CD-Only Appendixes

Appendix D Memory Tables

Appendix E Memory Table Answer Key

Appendix F Study Planner

xxii CCNA Collaboration CICD 210-060 Official Cert Guide

Icons Used in This Book

PC withSoftware

PC Macintosh Terminal

WebServer

CiscoworksWorkstation

ModemLaptop

DSU/CSU

DSU/CSU

Token Ring

Repeater Cisco UnifiedCommunications 500 Series

for Small Business

TokenRing

SunWorkstation

Communication Server

ISDN/FrameRelay Switch

Catalyst Switch

ATM Switch

Multilayer Switchwithout Text

Multilayer Switchwithout Text

PBX Switch

File Server

File Server

IBM Mainframe

Access ServerGateway ClusterController

Front End Processor

BridgePrinter Router Hub FDDI

FDDI

Network Cloud Line: Serial Line: Circuit-SwitchedLine: Ethernet Phone IP Phone

Cisco UnifiedCommunication

Manager

Voice-EnabledRouter

V

Voice-EnabledWorkgroup Switch

V

Cisco UnityExpress

Legacy PBX Unified PersonalCommunicator (UPC)

xxiii

Command Syntax ConventionsThe conventions used to present command syntax in this book are the same conventions used in the IOS Command Reference. The Command Reference describes these conven-tions as follows:

■ Boldface indicates commands and keywords that are entered literally as shown. In actual configuration examples and output (not general command syntax), boldface indicates commands that are manually input by the user (such as a show command).

■ Italic indicates arguments for which you supply actual values.

■ Vertical bars (|) separate alternative, mutually exclusive elements.

■ Square brackets ([ ]) indicate an optional element.

■ Braces ({ }) indicate a required choice.

■ Braces within brackets ([{ }]) indicate a required choice within an optional element.

IntroductionWelcome to CCNA Collaboration! As the evolution of Voice over IP continues, Cisco has taken deliberate initiatives to further integrate and adapt communications technolo-gies to change how we work, or create products to adapt to how we want to work. First with comprehensive support for video telephony, and now with an equally focused commitment to rich-media collaboration, CCNA Collaboration now represents a more complex set of hardware and software and consequently a larger and more challenging curriculum.

In June 2008, Cisco announced new CCNA specialties, including CCNA Security, CCNA Wireless, and CCNA Voice. These certifications, released 10 years after the initial CCNA, represented Cisco’s growth into new and emerging industries. Certification can-didates can now specialize in specific areas of study, including Route/Switch; Wireless; Security; Service Provider; Cloud; Industrial; Data Center; and of course, Collaboration, the subject of this book and the companion volume by Brian Morgan and Jason Ball, CCNA Collaboration CIVND 210-065 Official Cert Guide.

Achieving your CCNA Collaboration requires that you pass two exams:

■ 210-060 CICD

■ 210-065 CIVND

There are no prerequisites for CCNA Collaboration; a CCENT or CCNA Route/Switch is no longer a requirement (but might be good knowledge to have anyway).

The official Cisco training “Implementing Cisco Collaboration Devices (CICD)” (the sub-ject of this book) and “Implementing Cisco Video Network Devices, Part 1 (CIVND1)” and “Implementing Cisco Video Network Devices, Part 2(CIVND2)” are the courses associated with these two exams.

xxiv CCNA Collaboration CICD 210-060 Official Cert Guide

Goals and Methods

The most important goal of this book is to help you pass the Implementing Cisco Collaboration Devices (CICD) exam (210-060). In fact, if the primary objective of this book were different, the book’s title would be misleading. The methods used in this book help you pass the CICD 210-060 exam and make you much more knowledgeable about how to do your job.

This book uses several key methodologies to help you discover the exam topics that you need to review in more depth, to help you fully understand and remember those details, and to help you prove to yourself that you have retained your knowledge of those top-ics. So, this book does not try to help you pass by memorization, but helps you truly learn and understand the topics. The CCNA Collaboration CICD exam is the foundation for many of the Cisco professional certifications, and it would be a disservice to you if this book did not help you truly learn the material. Therefore, this book helps you pass the CCNA Collaboration CICD exam by using the following methods:

■ Helping you discover which test topics you have not mastered

■ Providing explanations and information to fill in your knowledge gaps

■ Supplying exercises and scenarios that enhance your ability to recall and deduce the answers to test questions

■ Providing practice exercises on the topics and the testing process via test questions on the CD-ROM

In addition, this book uses a different style from typical certification-preparation books. The newer Cisco certification exams have adopted a style of testing that essentially says, “If you don’t know how to do it, you won’t pass this exam.” This means that most of the questions on the certification exam require you to deduce the answer through reasoning or configuration rather than just memorizing facts, figures, or syntax from a book. To accommodate this newer testing style, the author has written this book as a real-world explanation of Cisco Collaboration topics. Most concepts are explained using real-world examples rather than showing tables full of syntax options and explanations, which are freely available on Cisco.com. As you read this book, you definitely get a feeling of, “This is how I can do this,” which is exactly what you need for the newer Cisco exams.

Who Should Read This Book?

The purpose of this book is twofold. The primary purpose is to greatly improve your chances of passing the CCNA Collaboration certification exam. The secondary purpose is to provide the information necessary to manage a VoIP solution using Cisco Unified Communication Manager Express (CME), Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, and Cisco Communications Manager IM and Presence. Cisco’s new exam approach provides an avenue to write the book with both a real-world and certification-study approach at the same time. As you read this book and study the configuration examples and exam tips, you have a true sense of understanding how you could deploy a VoIP system, while at the same time feeling equipped to pass the CCNA Collaboration CICD certification exam.

xxv

Strategies for Exam Preparation

Strategies for exam preparation will vary depending on your existing skills, knowledge, and equipment available. Of course, the ideal exam preparation would consist of build-ing a small voice lab with a Cisco Integrated Services Router, virtualized lab versions of CUCM, Unity Connection, and CM-IM and Presence servers, a switch, and a few IP Phones, which you could then use to work through the configurations as you read this book. However, not everyone has access to this equipment, so the next best step you can take is to read the chapters and jot down notes with key concepts or configurations on a separate notepad. Each chapter begins with a “Do I Know This Already?” quiz, which is designed to give you a good idea of the chapter’s content and your current understanding of it. In some cases, you might already know most of or all the informa-tion covered in a given chapter.

After you read the book, look at the current exam objectives for the CCNA Collaboration CICD exam listed on Cisco.com (http://www.cisco.com/web/learning/certifications/associate/ccna_collaboration/index.html). If there are any areas shown in the certification exam outline that you would still like to study, find those sections in the book and review them.

When you feel confident in your skills, attempt the practice exam included on the CD with this book. As you work through the practice exam, note the areas where you lack confidence and review those concepts or configurations in the book. After you have reviewed the areas, work through the practice exam a second time and rate your skills. Keep in mind that the more you work through the practice exam, the more familiar the questions will become, so the practice exam will become a less accurate judge of your skills.

After you work through the practice exam a second time and feel confident with your skills, schedule the real CICD (210-060) exam through Vue (http://www.vue.com). You should typically take the exam within a week from when you consider yourself ready to take the exam, so that the information is fresh in your mind.

Keep in mind that Cisco exams are very difficult. Even if you have a solid grasp of the information, many other factors play into the testing environment (stress, time con-straints, and so on). If you pass the exam on the first attempt, fantastic! If not, know that this commonly happens. The next time you attempt the exam, you will have a major advantage: You already experienced the exam first-hand. Although future exams may have different questions, the topics and general “feel” of the exam remain the same. Take some time to study areas from the book where you felt weak on the exam. Retaking the exam the same or following day from your first attempt is a little aggres-sive; instead, schedule to retake it within a week, while you are still familiar with the content.

210-060 CICD Exam Topics

Table I-1 lists the exam topics for the 210-060 CICD exam. This table also lists the book parts in which each exam topic is covered.

http://www.cisco.com/web/learning/certifications/associate/ccna_collaboration/index.html

http://www.cisco.com/web/learning/certifications/associate/ccna_collaboration/index.html

http://www.vue.com

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Table I-1 210-060 CICD Exam Topics

CICD 210-060 Exam TopicChapter(s) in Which Topic Is Covered

1.0 Describe the Characteristics of a Cisco Unified Communications Solution

1.1 Describe the Cisco Unified Communications components and their functions

Chapter 2

1.2 Describe call signaling and media flows Chapter 3

1.3 Describe quality implications of a VoIP network Chapter 3

2.0 Provision End Users and Associated Devices

2.1 Describe user creation options for Cisco Unified Communications Manager and Cisco Unified Communications Manager Express

Chapters 4, 5, 9

2.2 Create or modify user accounts for Cisco Unified Communications Manager

Chapter 9

2.3 Create or modify user accounts for Cisco Unified Communications Manager Express using the GUI

Chapter 5

2.4 Create or modify endpoints for Cisco Unified Communications Manager

Chapter 9

2.5 Create or modify endpoints for Cisco Unified Communications Manager Express using the GUI

Chapter 5

2.6 Describe how calling privileges function and how calling privileges impact system features

Chapters 6 and 10

2.7 Create or modify directory numbers Chapter 9

2.8 Enable user features and related calling privileges for extension mobility, call coverage, intercom, native presence, and unified mobility remote destination configuration

Chapters 11 and 12

2.9 Enable end users for Cisco Unified IM and Presence Chapter 14

2.10 Verify user features are operational Chapters 11 and 12

3.0 Configure Voice Messaging and Presence

3.1 Describe user creation options for voice messaging Chapter 13

3.2 Create or modify user accounts for Cisco Unity Connection Chapter 13

3.3 Describe Cisco Unified IM and Presence Chapter 14

3.4 Configure Cisco Unified IM and Presence Chapter 14

4.0 Maintain Cisco Unified Communications System

4.1 Generate CDR and CMR reports Chapter 16

4.2 Generate capacity reports Chapter 16

4.3 Generate usage reports Chapter 16

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4.4 Generate RTMT reports to monitor system activities Chapter 16

4.5 Monitor voicemail usage Chapter 17

4.6 Remove unassigned directory numbers Chapter 10

4.7 Perform manual system backup Chapter 16

5.0 Provide End User Support

5.1 Verify PSTN connectivity Chapters 6 and 10

5.2 Define fault domains using information gathered from end user Chapter 16

5.3 Troubleshoot endpoint issues Chapter 16

5.4 Identify voicemail issues and resolve issues related to user mailboxes Chapter 17

5.5 Describe causes and symptoms of call quality issues Chapters 3 and 16

5.6 Reset single devices Chapters 5 and 9

5.7 Describe how to use phone applications Chapter 11

CCNA Collaboration CICD 210-060 Official Certification GuideThe objective of this book is to help you pass the CCNA Collaboration CICD exam (210-060). While you are learning about topics that can help you pass the CICD exam, you will also become more knowledgeable about how to do your job. Although this book and the accompanying CD have many exam preparation tasks and sample test questions, the method in which they are used is not to simply make you memorize as many questions and answers as you possibly can.

The methodology of this book helps you discover the exam topics about which you need more review, fully understand and remember exam topic details, and prove to yourself that you have retained your knowledge of those topics. So, this book helps you pass not by memorization, but by helping you truly learn and understand the topics. The CICD exam is just one of the foundation topics in the CCNA Collaboration certifica-tion, and the knowledge contained within is vitally important to consider yourself a truly skilled Cisco Collaboration engineer or specialist.

The strategy you use to prepare for the CICD exam might differ slightly from strate-gies used by other readers, mainly based on the skills, knowledge, and experience you already have obtained. For instance, if you have attended the CICD course, you might take a different approach than someone who learned switching through on-the-job training. Regardless of the strategy you use or the background you have, this book is designed to help you get to the point where you can pass the exam with the least amount of time required.

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Book Features and Exam Preparation Methods

This book uses several key methodologies to help you discover the exam topics on which you need more review, to help you fully understand and remember those details, and to help you prove to yourself that you have retained your knowledge of those topics.

The book includes many features that provide different ways to study to be ready for the exam. If you understand a topic when you read it but do not study it any further, you will probably not be ready to pass the exam with confidence. The features included in this book give you tools that help you determine what you know, review what you know, better learn what you don’t know, and be well prepared for the exam. These tools include the following:

■ “Do I Know This Already?” Quizzes: Each chapter begins with a quiz that helps you determine the amount of time you need to spend studying that chapter.

■ Foundation Topics: These are the core sections of each chapter. They explain the protocols, concepts, and configuration for the topics in that chapter.

■ Exam Preparation Tasks: The “Exam Preparation Tasks” section lists a series of study activities that should be done after reading the “Foundation Topics” section. Each chapter includes the activities that make the most sense for studying the topics in that chapter. The activities include the following:

■ Key Topics Review: The Key Topic icon is shown next to the most important items in the “Foundation Topics” section of the chapter. The Key Topics Review activity lists the key topics from the chapter and page number. Although the contents of the entire chapter could be on the exam, you should defi nitely know the information listed in each key topic. Review these topics carefully.

■ Memory Tables: To help you exercise your memory and memorize some lists of facts, many of the more important lists and tables from the chapter are included in a document on the CD. This document lists only partial information, allowing you to complete the table or list. CD-only Appendix D holds the incomplete tables, and Appendix E includes the completed tables from which you can check your work.

■ Defi nition of Key Terms: Although Cisco exams might be unlikely to ask a ques-tion such as “Defi ne this term,” the CICD exam requires that you learn and know a lot of networking terminology. This section lists some of the most important terms from the chapter, asking you to write a short defi nition and compare your answer to the Glossary at the end of the book.

■ CD-based practice exam: The companion CD contains an exam engine, including a bank of multiple-choice questions. You can use the practice exams to get a feel for the actual exam content and to gauge your knowledge of switching topics.

How This Book Is Organized

Although this book could be read cover-to-cover, it is designed to be flexible and allow you to easily move between chapters and sections of chapters to cover just the material that you need more work with. If you do intend to read all the chapters, the order in the book is an excellent sequence to use.

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The core chapters, Chapters 1 through 17, cover the following topics:

■ Chapter 1, “Traditional Voice Versus Unified Voice.” This chapter discusses what would be known as the traditional telephony world. It begins where the telephone system originally started: analog connectivity. It then moves into the realm of digital connections and considerations and concludes the traditional voice discussion with the primary pieces that you need to know from the public switched telephone net-work (PSTN). Chapter 1 then moves into the unified voice realm, discussing the ben-efits of Voice over IP (VoIP), the process of coding and decoding audio, digital signal processors (DSPs), and the core VoIP protocols.

■ Chapter 2, “Understanding the Components of Cisco Unified Communications.” This chapter primarily focuses on the components of a Cisco VoIP network. By breaking down the voice infrastructure into four distinct areas, each component can be categorized and described. These components include endpoints, call processing agents, applications, and network infrastructure devices.

■ Chapter 3, “Understanding Cisco IP Phones.” This chapter discusses the prepara-tion and base configuration of the LAN infrastructure to support VoIP devices. This preparation includes support for Power over Ethernet (PoE), voice VLANs, a properly configured DHCP scope for VoIP devices, and the Network Time Protocol (NTP).

■ Chapter 4, “Getting Familiar with CME Administration.” This chapter familiarizes you with Cisco Unified Communication Manager Express (CME) administration by unpacking the two primary administrative interfaces of CME: the command line and the Cisco Configuration Professional (CCP) graphical user interface (GUI).

■ Chapter 5, “Managing Endpoints and End Users in CME.” This chapter focuses on the process to create and assign directory numbers (DNs) and user accounts to Cisco IP Phones. The chapter walks through these configurations in both the command-line and CCP interfaces.

■ Chapter 6, “Understanding the CME Dial Plan.” Now that the internal VoIP net-work is operational through the CME configuration, this chapter examines connec-tions to the outside world through the PSTN or over an IP network. Concepts cov-ered in this chapter include the configuration of physical voice port characteristics, dial peers, digit manipulation, class of restriction (COR), and quality of service (QoS).

■ Chapter 7, “Enabling Telephony Features with CME.” This chapter examines fea-ture after feature supported by the CME router. By the time you finish this chapter, you will understand how to configure features such as intercom, paging, call park and pickup, and many others.

■ Chapter 8, “Administrator and End-User Interfaces.” This chapter introduces the administration interfaces for CUCM, CUC, and CUP. From the administrative GUI for each application to the common Unified Serviceability interface, disaster recov-ery, and command-line interface (CLI), the fundamentals of navigation and configura-tion are laid out in a clear and logical sequence.

■ Chapter 9, “Managing Endpoints and End Users in CUCM.” The configuration and management of users and phones is covered in this chapter, including integration with Lightweight Directory Access Protocol (LDAP).

xxx CCNA Collaboration CICD 210-060 Official Cert Guide

■ Chapter 10, “Understanding CUCM Dial Plan Elements and Interactions.” The guts of the call-routing system in CUCM are explained with simplicity and clarity. Call flows in different deployments and under different conditions of use and failure (including Call Admission Control [CAC] and Automated Alternate Routing [AAR]) are demonstrated and compared, and the great mystery of partitions and calling search spaces (CSS) is revealed for the simple truth it really is.

■ Chapter 11, “Enabling Telephony and Mobility Features with CUCM.” A sample of the many features available in CUCM, including extension mobility and call coverage, is provided.

■ Chapter 12, “Enabling Mobility Features in CUCM.” A step-by-step guide to enabling some of the most popular and powerful features in CUCM: Mobile Connect and Mobile Voice Access.

■ Chapter 13, “Voice Messaging Integration with Cisco Unity Connection.” The power, stability, and wealth of features available in CUC are examined, followed by a look at the configuration of user accounts and their mail boxes.

■ Chapter 14, “Enabling CM IM and Presence Support.” The capabilities, features, and basic configuration of the CUP server and clients are covered, giving an introduc-tion to one of the most powerful additions to the Unified Communications capabili-ties of any business.

■ Chapter 15, “Common CME Management and Troubleshooting Issues.” This chapter takes the CME concepts you learned and builds them into troubleshooting scenarios. The chapter begins by discussing a general troubleshooting process you can employ for any technical troubleshooting situation, then walks through many com-mon CME troubleshooting situations dealing with IP phone registration. The chapter concludes by discussing dial plan and QoS troubleshooting methods.

■ Chapter 16, “CUCM Monitoring, Maintenance, and Troubleshooting.” This chapter reviews the tools available to administrators to assist in the care and feeding of their CUCM servers. From the myriad of built-in reporting tools to the power of the Real-Time Monitoring Tool (RTMT), the administrator is introduced to his arsenal of tools to monitor the health and performance of the system.

■ Chapter 17, “Monitoring Cisco Unity Connection.” The wealth of built-in reporting and monitoring tools for CUC are reviewed in this chapter.

In addition to the 17 main chapters, this book includes tools to help you verify that you are prepared to take the exam. Chapter 18, “Final Preparation,” includes guidelines that you can follow in the final days before the exam. Also, the CD-ROM includes quiz questions and memory tables that you can work through to verify your knowledge of the subject matter.

In addition, you can find the following appendixes on the CD that is included with this book:

■ Appendix D, “Memory Tables”: This appendix holds the key tables and lists from each chapter with some of the content removed. You can print this appendix, and as a memory exercise, complete the tables and lists. The goal is to help you memorize facts that can be useful on the exams.

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■ Appendix E, “Memory Table Answer Key”: This appendix contains the answer key for the exercises in Appendix D.

■ Appendix F, “Study Planner”: This is a spreadsheet with major study milestones, where you can track your progress through your study

For More Information

If you have any comments about the book, you can submit those via http://www.ciscopress.com. Just go to the website, select Contact Us, and type in your message.

Cisco might make changes that affect the CICD exam from time to time. You should always check http://www.cisco.com/web/learning/certifications/associate/index.html for the latest details.

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This chapter covers the following topics:

■ Implementing IP Phones in CUCM: This section reviews the required network ser-vices and systems configurations to support IP phones; details the startup and regis-tration processes; and reviews manual, automatic, and bulk administration tasks for adding phones.

■ Describe End Users in CUCM: This section describes the characteristics of end-user configuration in CUCM.

■ Implementing End Users in CUCM: This section reviews the methods by which end users may be added to CUCM, including manual addition, bulk administration, and LDAP synchronization and authentication.

CHAPTER 9

Managing Endpoints and End Users in CUCM

IP phones and end users are important parts of a Unified Communications deployment; after all, without phones or people to use them, what is the point of having the system? This chapter reviews the configuration of endpoints and users in Cisco Unified Communications Manager (CUCM), including setting up basic network services, registering phones, configu-ration, and bulk administration.

“Do I Know This Already?” QuizThe “Do I Know This Already?” quiz allows you to assess whether you should read this entire chapter or simply jump to the “Exam Preparation Tasks” section for review. If you are in doubt, read the entire chapter. Table 9-1 outlines the major headings in this chapter and the corresponding “Do I Know This Already?” quiz questions. You can find the answers in Appendix A, “Answers Appendix.”

Table 9-1 “Do I Know This Already?” Foundation Topics Section-to-Question Mapping

Foundation Topics Section Questions Covered in This Section

Implementing IP Phones in CUCM 1–6

Describe End Users in CUCM 7

Implementing End Users in CUCM 8–10

1. Which of the following protocols is critical for IP phone operation?

a. DNS

b. DHCP

c. NTP

d. TFTP

2. What file does an IP phone first request from TFTP during its startup and registration process?

a. SEP<mac_address>.cnf.xml

b. None. The phone receives all information via SCCP signaling.

c. SEP<mac_address>.xml

d. XMLDefault.cnf.xml

232 CCNA Collaboration CICD 210-060 Official Cert Guide

3. Which of the following statements is true?

a. SCCP phone confi guration fi les contain all settings, including date/time and soft-key assignments.

b. SIP phone confi guration fi les are larger than SCCP phone confi guration fi les.

c. SCCP phone confi guration fi les are exactly the same as SIP phone confi guration fi les.

d. SIP phone configuration files are much smaller than SCCP configurations files because of the limited feature set of SIP phones.

4. Which of the following is true of DHCP in CUCM?

a. The DHCP server capability is no longer available as of CUCM v8.x.

b. The DHCP service is a basic capability intended for supporting up to 1000 IP phones.

c. DHCP is mandatory for IP phones.

d. CUCM supports a proprietary IP address assignment protocol called LLDP.

5. Which of the following is not a device pool setting?

a. Cisco Unifi ed Communications Manager Group

b. Local Route Group

c. Region

d. Common Phone Profile

6. Bob asks you to provide a third DN button and a BLF speed dial for the Auto Parts desk’s 12 7965 IP phones. Which of the following is the best choice?

a. Modify the standard user softkey template.

b. Copy the standard user softkey template, name it PartsDesk, and add the request-ed features.

c. Copy the standard 7965 SCCP Phone Button template, name it PartsDesk, and add the requested features.

d. It is not possible to add a third DN and a BLF speed dial to a 7965 IP phone.

7. Pete recently learned that he can add his own speed dials, subscribe to phone ser-vices, and do other useful things via his Self-Care Portal web page. He comes to you complaining that he cannot do any of these things. Why can’t Pete modify his own phone?

a. The Active Directory GPO is limiting Pete’s permissions.

b. Pete’s account needs to be associated with his phone in the Device Associations settings in his User Confi guration page.

c. Additional licensing is required to support User Web Page functionality.

d. Pete must be part of the CCM super users group to make these changes.

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Chapter 9: Managing Endpoints and End Users in CUCM 233

8. Angie changes her Windows domain login password but notices that her password for her Self-Care Portal in CUCM has not changed. Which of the following is true?

a. LDAP synchronization has not been confi gured.

b. Cisco Unifi ed Services for Windows domains has not been confi gured.

c. Angie must wait 24 hours for the password to synchronize.

d. LDAP authentication has not been configured.

9. Which of the following is not true of LDAP synchronization in CUCM v10.x?

a. Application user accounts must be confi gured in LDAP before they can be repli-cated to CUCM.

b. End-user accounts that exist in CUCM and which do not exist in LDAP are main-tained as local accounts in CUCM.

c. LDAP checks the user accounts in CUCM and syncs those that also exist in LDAP.

d. End-user accounts that exist in LDAP are synced to CUCM unless the LDAP sn attribute is blank.

10. Which is true of LDAP synchronization agreements?

a. The User Search Base defi nes the point in the tree where CUCM begins search-ing. CUCM can search all branches below that point.

b. The User Search Base defi nes the point in the tree where CUCM begins search-ing. CUCM can search all branches above and below that point.

c. The User Search Base must specify the root of the domain; LDAP Custom Filters must be used to limit the search returns.

d. All synchronization agreements must run on a regular scheduled basis.

e. Only one synchronization agreement can be made with a single LDAP system.


Foundation Topics

Implementing IP Phones in CUCMThe implementation of IP phones is remarkably simple, considering the myriad of ser-vices, protocols, and processes going on in the background to make the system work well. This section reviews these “hidden” processes and details some of the administrative tasks required to easily and reliably run IP phones in CUCM.

Special Functions and Services Used by IP PhonesA variety of standards-based and proprietary protocols and services support IP phones in CUCM. In no particular order, they include the following:

■ Network Time Protocol (NTP)

■ Cisco Discovery Protocol (CDP)

■ Dynamic Host Configuration Protocol (DHCP)

■ Power over Ethernet (PoE)

■ Trivial File Transfer Protocol (TFTP)

■ Domain Name System (DNS)

The next section describes each of these services, how IP phones use them, and how to con-figure them in CUCM (or other systems as appropriate).

NTP

NTP is an IP standard that provides network-based time synchronization. There are many good reasons to use NTP beyond the convenience and consistency of having the same time on all devices. Call detail records (CDRs) and call management records (CMRs) are time stamped, as are log files. Comparing sequential events across multiple platforms is much simpler and easier to understand if the relative time is exactly the same on all those devices. Some functions and features can also be time (calendar) based, so time synchronization is important for those functions to operate properly.

In a typical NTP implementation, a corporate router synchronizes its clock with an Internet time server (such as an atomic clock or a GPS clock). Other devices in the corporate net-work then sync to the router.

The CUCM Publisher is one such device; during installation, CUCM asks for the IP address of an NTP server. (Alternatively, it can use its internal clock, which is not recommended because of its inaccuracy compared to NTP.) The Subscriber servers then sync their clocks to the Publisher, and the IP phones get their time from their subscribers via Skinny Client Control Protocol (SCCP) messages. Session Initiation Protocol (SIP) phones need an NTP reference (detailed later), but in the absence of one, they can get the time from the time stamp in the SIP OK response from the Subscriber server.

9


CDP

CDP is a Cisco proprietary Layer 2 protocol that provides network mapping information to directly connected Cisco devices. (You learned about CDP in your CCNA studies, so we do not detail it here.) Cisco IP phones generate CDP messages and use CDP to learn the voice VLAN ID from the Cisco switch to which they are connected. The IP phone then tags the voice frames it is transmitting with that VLAN ID in the 802.1Q/P frame header.

DHCP

DHCP is a widely used IP standard that can provide the following information to IP phones:

■ IP address

■ Subnet mask

■ Default gateway

■ DNS servers

■ TFTP servers

Although it is possible to statically configure IP phones with all that information, it would be time-consuming and error-prone. DHCP is faster, easier, more scalable, and a widely accepted practice. DHCP can be provided by an existing DHCP server (because most deployments already have one), a local router, or even by CUCM itself (although this is not generally recommended for large deployments). Later sections review the configuration of DHCP services in CUCM and router IOS.

PoE

PoE is a standards-based feature that delivers DC power supply over Ethernet cabling. IP phones can use this feature, and doing so means less cabling to clutter the desk, no power supplies to buy for the phones, and potential cost savings. PoE is generally assumed to be provided by the switch that the phones connect to, but it may also be provided by a pow-ered patch panel or inline power injector.

TFTP

TFTP is a critical service for IP phones. The phones use TFTP to download their config files, firmware, and other data. Without TFTP, the phones simply do not function properly. When you make a configuration change to a device, CUCM creates or modifies a config file for the device and uploads it to the TFTP servers. TFTP services must therefore be pro-vided by one (or more in large deployments) of the CUCM servers in the cluster; a generic TFTP server will not have the integrated capability that a CUCM TFTP server does and will not correctly fulfill the role.

DNS

DNS provides hostname-to-IP address resolution. DNS services are not critical to IP phones. (In fact, in most deployments, it is recommended to eliminate DNS reliance from the IP phones [see Chapter 10, “Understanding CUCM Dial Plan Elements and Interactions”].) But in some circumstances, it is desirable. A DNS server must be external to the CUCM cluster; DNS is not a service that CUCM can offer.


IP Phone Registration ProcessThe steps that each phone goes through as it registers and becomes operational are more complex than you might think. The following section reviews these steps:

Step 1. The phone obtains power (PoE or AC adapter).

Step 2. The phone loads its locally stored firmware image.

Step 3. The phone learns the voice VLAN ID via CDP from the switch.

Step 4. The phone uses DHCP to learn its IP address, subnet mask, default gateway, and TFTP server address. (Other items may be learned also.)

Step 5. The phone contacts the TFTP server and requests its configuration file. (Each phone has a customized configuration file named SEP<mac_address>.cnf.xml created by CUCM and uploaded to TFTP when the administrator creates or modifies the phone.)

Step 6. The phone registers with the primary CUCM server listed in its configuration file. CUCM then sends the softkey template to the phone using SCCP messages.

Note What is in that SEP<mac_address.cnf.xml file?

The file contains a list of CUCM server, in order, that the phone should register with. It lists the TCP ports it should use for SCCP communication. It also lists the firmware version for each device model and the service URLs that each device should be using.

The CUCM server sends other configurations, such as DNs, softkeys, and speed dials, via SCCP messages in the last phase of the registration process. The configuration files for SIP phones are generally larger than the equivalent files for SCCP phones. This is because SIP phones have no equivalent mechanism for configuring items that are set by SCCP messages on SCCP phones; these items must be included in the configuration file downloaded from TFTP.

SIP Phone Registration ProcessSIP phones use a different set of steps to achieve the same goal. Steps 1 to 4 are the same as SCCP phones. The following are the rest of the steps:

Step 1. The phone contacts the TFTP server and requests the Certificate Trust List file (only if the cluster is secured).

Step 2. The phone contacts the TFTP server and requests its SEP<mac_address>.cnf.xml configuration file.

Step 3. The phone downloads the SIP Dial Rules (if any) configured for that phone.

Step 4. The phone registers with the primary CUCM server listed in its configuration file.

Step 5. The phone downloads the appropriate localization files from TFTP.

Step 6. The phone downloads softkey configurations from TFTP.

Step 7. The phone downloads custom ringtones (if any) from TFTP.

9


Preparing CUCM to Support PhonesBefore we add phones, a certain amount of work should be done on the CUCM servers. Doing this setup work makes adding phones easier, more consistent, and more scalable, assuming that we follow our design plan.

The tasks we review in this section are as follows:

■ Configure and Verify Network Services: Set up NTP, DHCP, and TFTP.

■ Configure Enterprise Parameters: Modify and verify cluster-wide default settings.

■ Configure Service Parameters: Tune application settings and behavior.

Service ActivationMany required services are deactivated by default on CUCM. Using the Unified Serviceability admin page, you must activate the one you need. For our purposes, we acti-vate the Cisco CallManager, Cisco TFTP, and Cisco DHCP Monitor services. Figure 9-1 shows the Unified Serviceability Service Activation page with those services activated.

Figure 9-1 Activating Required Services

DHCP Server ConfigurationCUCM includes a basic DHCP server capability. It is intended to support only IP phones, and not very many of them: only up to 1000 phones. (This is the maximum recommended due to heavy CPU load.) There is no native capability for DHCP server redundancy and only one DHCP server is supported per cluster. Multiple subnets (scopes) can be configured on the server.

If you decide that you want to use CUCM for DHCP, setting up the DHCP service is straight-forward. We already activated the DHCP Monitor Service, so now we follow these basic steps:


Step 1. Navigate to System > DHCP > DHCP Server.

Step 2. Click Add New.

Step 3. Select the server running the DHCP Monitor Service from the pull-down.

Step 4. Configure the desired settings.

The settings that can be configured on the Server page include the following (among others):

■ Primary DNS Server IPv4 Address

■ Primary TFTP Server IPv4 Address

■ IP Address Lease Time

Any settings you configure on the server page are inherited by the subnet configuration (shown next); however, any setting you change on the subnet page overrides the Server set-ting. Figure 9-2 shows the DHCP Server Configuration page.

Figure 9-2 DHCP Server Configuration

Configuring DHCP subnets requires some understanding of IP subnetting and assumes that you have an IP addressing plan in place. Because these topics are covered in the CCNA prerequisite, we assume you have a grasp of these fundamentals. To configure DHCP subnets, navigate to System > DHCP > DHCP Subnet. Click Add New to create subnets; you can create multiple subnets as needed for your environment design. On the Subnet Configuration page, select the server from the DHCP Server drop-down list. You can then configure the following (some other settings are not listed):

■ Subnet address

■ Primary range start IP

9


■ Primary range end IP

■ Primary router IP address (default gateway)

■ Subnet mask

■ Primary DNS server IP address

■ TFTP server IP address

Remember that settings in the subnet configuration override the same settings in the server configuration. Figure 9-3 shows the DHCP Subnet Configuration page.

Figure 9-3 DHCP Subnet Configuration

Configuring DHCP in Router IOSCisco routers support basic DHCP server functionality, and this capability is commonly used in small office environments where a dedicated DHCP server is not needed or available. Example 9-1 shows a typical DHCP configuration, with commands annotated for reference:

Example 9-1 DHCP Configuration

service dhcp

! Enables the DHCP service

!

ip dhcp excluded-address 10.1.1.1 10.1.1.10

! Specifies a start / end range of addresses that DHCP will NOT assign

ip dhcp pool name IP_PH0NES

! Creates a pool of addresses (case-sensitive name) and enters DHCP configuration mode

!

network 10.1.1.0 255.255.255.0

! Defines the subnet address for the pool


default-router address 10.1.1.1

! Defines the default gateway

dns-server address 192.168.1.10 192.168.1.11

! Identifies the DNS server IP address(es) - up to 8 IPs

!

option 150 ip 192.168.1.2

! Identifies the TFTP server IP. Multiple IPs may be included, separated by spaces.

Multiple DHCP pools can be created, so DHCP services can be provided for PCs in a small office by the same router. For some third-party SIP phones, it may be necessary to specify Option 66 (the TFTP server DNS name).

IP Phone Configuration Requirements in CUCMCUCM has several configuration elements for IP phones. We briefly look at the following basic required elements:

■ Device pool

■ Cisco Unified CM group

■ Region

■ Location

■ Date/time group

■ Phone NTP reference

■ Device defaults

■ Softkey template

■ Phone button template

■ SIP profile

■ Phone security profile

■ Common phone profile

Device Pool

Device pools provide a set of common configurations to a group of devices; think of a device pool as a template to apply several different settings all at once, quickly and accu-rately. You can create as many device pools as you need, typically one per location, but they can also be applied per function. (For example, all the phones in the call center may use a different device pool from the rest of the phones in the administration offices, although they are all at the same location.) There are several settings within the device pool; some of the ones relevant to us are as follows:

■ Cisco Unified CM group: A CM group defines a top-down ordered list of redundant call-processing servers to which the phones can register. The list can include a maximum of three servers (plus an optional Survivable Remote Site Telephony [SRST] reference). The first server in the list is the primary subscriber, the second is the backup, and the third is the tertiary. In normal operation, phones send primary registration messages to

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the primary, backup registration messages to the backup, and nothing to the tertiary. If the primary server fails or otherwise becomes unavailable, the phone sends a primary reg-istration message to the backup server (and registers with it) and begins sending backup registration messages to the tertiary.

The number of CM groups created depends on the number of subscribers in the cluster; the goal is to provide server redundancy to the phones while distributing phone reg-istrations evenly as planned in the system design. A server may be listed in more than one CM group to provide an overlapping depth of coverage, as long as its performance capacity will not be exceeded in any foreseeable failure circumstance. This is simply another requirement of a good design.

■ Region: A region is a virtual assignment that allows the system designer to control the bit rate for calls. For example, if we define two regions, called Vancouver_HQ_REG and Ottawa_BR_REG, we can set the bit rate for calls within the Vancouver region to 256 kbps, within the Ottawa region to 64 kbps, and between the two regions to 16 kbps.

We are in effect selecting (or at least influencing) the codec to be used for these calls; the codec in turn generates a known bit rate, which in turn uses a predictable amount of bandwidth and provides a predictable voice quality. In general, it is assumed that WAN bandwidth is limited; selecting a lower bit rate reduces the amount of bandwidth per call at the expense of call quality.

■ Location: As you just saw, we can select the appropriate bit rate for calls and, therefore, the bandwidth used by each call. Given that WAN bandwidth is assumed to be limited, we need to be able to limit the amount of bandwidth used by calls to a particular loca-tion. Location defines a maximum amount of bandwidth used by calls to a particular location; each call is tracked, and the bandwidth it uses is deducted from the total for that location. When the bandwidth remaining is not enough to support another call at a given bit rate, that call is dropped by default (but may be rerouted over the PSTN if AAR is correctly configured). This is one mechanism for Call Admission Control (CAC), which is described later in this book.

■ Date/time group: As discussed earlier, it is recommended to use NTP for time synchro-nization of all devices. The problem is that NTP references Greenwich mean time, which makes the time displayed on devices “wrong” if they are not in the GMT time zone. Date/time groups allow us to offset the correct time learned via NTP to match the local time zone of the device. Date/Time Groups also allow us to display the time and date in the desired format, which can vary from place to place.

■ Phone NTP reference: SIP phones need an NTP server address from which they can obtain the time using NTP. (This is not required for SCCP phones, which are configured to the correct time using SCCP signaling.) It is preferred that the NTP reference be local to the phones that need it.

It is common to have groups of phones with similar configurations. Using a device pool for each group simplifies and speeds up administrative tasks, while making them less error-prone in the bargain. Figure 9-4 shows part of a Device Pool Configuration page.


Figure 9-4 Device Pool

Device Defaults

The Device Defaults page lists all the supported endpoints (with separate entries for SCCP and SIP as necessary), and the firmware load, device pool, and phone button template each endpoint uses by default. This allows an administrator to set useful system-wide defaults for any newly registered device of each type.

Softkey Template and Phone Button Template

The softkey template controls what softkey button functions are available to the user; these are typically used for feature access (conference, transfer, park, Extension Mobility, and so on). Seven softkey templates are available by default, and you can create as many more as your design requires.

The Phone Button template defines the behavior of the buttons to the right of the phone screen (for most models). Eighty (or more) are defined by default because there are unique templates for each supported phone type—and for most phones, a separate template for SCCP and SIP. The default templates typically provide two lines and as many speed dials as there are remaining buttons on a particular phone model; you can add and customize the templates to assign each button one of many different functions.

Profiles

Profiles allow for a one-time configuration of repetitive tasks; several types of profiles exist, and you can create many versions of each type to be applied to phones as needed.

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Phone Security Profile

A default phone security profile exists for each type of phone/protocol. These default pro-files have security disabled; you can choose to configure the device as secured, set encrypt-ed TFTP configuration files, and modify Certificate Authority Proxy settings.

Common Phone Profile

The common phone profile includes settings that control the behavior of the phone, includ-ing the following:

■ DND settings

■ Phone personalization capabilities

■ VPN settings

■ USB port behavior

■ Video capabilities

■ Power-save options

Adding Phones in CUCMPhones can be added to CUCM in several ways:

■ Manual configuration: The administrator creates a new phone, configuring all settings in real time on the Phone Configuration page.

■ Auto-registration: The administrator configures CUCM to dynamically configure and add to the database any new IP phone that connects to the network.

■ Bulk Administration Tool (BAT): Using templates configured for the purpose by the administrator in CUCM, the administrator creates CSV files that contain all the required information to create multiple phones in one operation.

■ Auto Register Phone Tool (TAPS): An Interactive Voice Response (IVR) server enhances the auto-register and BAT functionality, providing an automated method of adding potentially thousands of phones at a time.

■ Self-provisioning: Operating in a manner similar to TAPS, self-provisioning is a new capability for CUCM 10.x. The IVR and CTI capabilities are now integral to the CUCM application, and no external server is required; the required administrative steps are detailed later in this section.

The following sections provide more detail on each of these operations.

Manual Configuration of IP Phones

The basic steps for manually adding an IP phone are as follows:

Step 1. Navigate to Device > Phone, and then click Add New.

Step 2. Choose the IP phone model from the drop-down list.

Step 3. Choose the device protocol (either SCCP or SIP; some phones will support only one protocol, and this step will be skipped).


Step 4. Select, or enter, the required specific information for the phone. The five required settings that do not have default values (must be manually configured) include the following:

■ MAC Address: The MAC address is the unique identifi er that links the IP phone hardware to the software confi guration in CUCM. If you are building a phone for Bob, you must obtain the MAC address of the phone that will end up on Bob’s desk; otherwise, Bob will not see the correct settings, DN, and so forth.

■ Device Pool: The device pool (as described earlier in this chapter) applies many common settings to the phone that are relevant to its physical loca-tion and desired behavior.

■ Phone Button Template: The Phone Button template (also detailed earlier in this chapter) defi nes what functions are assigned to the buttons on the phone (DNs, speed dials, services, and so on).

■ Owner User ID: Associates or assigns the phone to a user account for license calculation purposes. This setting should not be confused with the user confi guration page setting for device association, which is used for fea-tures such as the Self-Care Portal and Extension Mobility.

■ Device Security Profi le: Applies a set of security-related confi gurations, as described previously in this chapter.

Step 5. Click Save.

When the page reloads, a new pane labeled Association Information appears on the left, in which you can configure the phone buttons functions. The base functionality (line, speed dial, intercom, service, and so on) is defined by the Phone Button template specified previously; here is where you specify what the DN number on the lines will be, what service is accessed, or which Intercom DN is dialed. Figure 9-5 shows the Phone Configuration page, includ-ing the Association Information pane.

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Figure 9-5 The Phone Configuration Page

In the Association Information pane, continue the basic phone configuration steps, as follows:

Step 6. Click Line [1] - Add New DN. The Directory Number Information page opens, in which you must enter a directory number, and optionally set the partition and other optional configurations. The following points highlight a few of the settings found on the Directory Number Configuration page:

■ Route Partition: As discussed in Chapter 10, the partition is part of the call-ing privileges system or class of control.

■ Alerting Name: This is the name to display on the caller’s phone when this phone is ringing. Some public switched telephone network (PSTN) connec-tions might not support this functionality.


■ Call Forward and Call Pickup Settings: This is where the administrator can determine how to forward a call if the DN is busy or does not answer, or for Call Forward All. The user can set Call Forward All at the phone itself using the CallFwdAll softkey or on their user web page; other call forward settings (such as Busy and No Answer) are available to the user only on the user’s user web page and not on the phone.

■ Display: The text entered in the Display fi eld serves as an internal caller ID. When this DN calls another IP phone, the display text replaces the calling DN number. In other words, if Bob’s DN is 5309 and the Display fi eld is blank, when Bob calls Ethan, Ethan’s phone shows that 5309 is calling. If the Display fi eld on Bob’s phone has Bob Loblaw as the entry, Ethan’s phone displays the caller as Bob Loblaw.

■ Line Text Label: This is the text that displays on the phone to describe the line; for example, if the second button on the phone is the shared DN for the Parts Desk, the line text label for line 2 might read “Parts Line.”

■ External Phone Number Mask: If this phone makes an off-net call (typi-cally to the PSTN), this fi eld can change the calling line ID (CLID) to present a full PSTN number instead of the internal DN.

Step 7. Click Save twice.

Tip The “Save twice” instruction is a recent one, and one that will trouble a lot of admins who are familiar with versions of CUCM prior to 9.x. Watch for the message at the top of the DN Configuration page when you click Save the first time: “Directory Number Configuration has refreshed due to a directory number change. Please click Save button to save the configuration.” If you do not Save again, your changes are not preserved (but this should only happen if you change the DN).

Step 8. In the Related Links drop-down, select Configure Device (<Phone>), and then click Go.

Step 9. You are now back at the Phone Configuration page for the new phone. At this point, if you need to continue making config changes you can do so, or you can click Save again to commit the changes so far. The page prompts you to “Click on the Apply Config button to have the changes take effect.” This happens because in order for the phone to adopt the changes, it has to reload with its new config. This requires either a restart or a reset, depending on what was changed.

Note There is a great deal of confusion about Restart, Reset, and Apply Config. The dif-ferences are explained in the following points:

■ A reset reboots both the fi rmware and the confi guration of the phone. Some information such as fi rmware version, locale changes, SRST, or Communications Manager Group changes require a full reset so that the phone will pull a new fi le from the TFTP server. A reset can be triggered

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from the Administration web page, or from the phone itself by entering Settings > **#** (using the keypad).

■ A restart unregisters the phone, and then the phone comes right back and registers again. Because Communications Manager reads the database for this device when it registers, it is a good way to refresh information that is not passed through the confi guration fi le. Button changes, names, and for-warding would only require a restart. A restart is faster than a reset because the fi rmware is not rebooted as well.

■ The confusion between Restart and Reset was such that in CUCM 8.x, a new function called Apply Confi g was introduced. This button intelligently triggers either a reset or a restart as appropriate, depending on what changes were made to the device. In all cases, the phone has to be registered for the reset or restart to be sent to the phone.

It is common, especially if advanced features such as Extension Mobility or Cisco Unified Personal Communicator are in use, to associate a user with a particular device (IP phone). It is required to associate the user with the device if you want users to be able to use the user web pages to customize their phones. The end user is associated with the device (IP phone), and the device is associated with one or more DNs. This allows the user not only to access the user web pages to configure this phone, but for other applications and processes to interact with the user through the phone system.

So, what happens if you delete an end user who is associated with a device that is associated with a DN? Nothing. Although the association exists and is important and useful, the three database entities of user, device, and DN are independent of each other. The device and the DN do not go away if the user is deleted, and the same result applies if the device or DN are deleted (although a phone without a DN, or a DN without a phone, cannot make calls) .

Auto-Registration of IP Phones

CUCM includes the auto-registration feature, which dynamically adds new phones to the database and allows them to register, including issuing each new phone a DN so that it can place and receive calls. Auto-registration is supported by all Cisco IP phones.

To enable auto-registration, perform the following steps:

Step 1. Verify your auto-registration phone protocol. Access this setting under System >

Enterprise Parameters; choose either SCCP (default) or SIP. Phones that do not support the chosen protocol will still auto-register using their native protocol.

Step 2. Verify that at least one CM Group has auto-registration enabled (by selecting the check box for Auto-Registration Cisco Unified Communications Manager Group).

Step 3. Enable and configure auto-registration on one or more CUCM servers within the CM group enabled for auto-registration:


■ Enable auto-registration by deselecting the Auto-Registration Disabled on

this Cisco Unifi ed Communications Manager check box; it is disabled by default, so unchecking the box enables it.

■ Confi gure the range of DNs that will be dynamically and sequentially issued to auto-registering phones. The default starting directory number is 1000; if you change the ending directory number to anything higher than 1000, Auto-registration is automatically enabled. If you set the starting and ending DNs to the same value, auto-registration is automatically disabled. (Auto-registration is disabled by default because both the starting and ending directory numbers are set to 1000.) You want to choose a range of DNs that fi ts in well with your dial plan to avoid overlap and confusion.

■ Select a (previously confi gured) universal device template (UDT) and univer-sal line template (ULT). UDTs and ULTs are introduced and explained in the following note.

■ Set the Partition that will be assigned to the auto-registered DNs. This is optional, but it is one good way to limit and control auto-registered phones.

■ Verify that the Auto-Registration Disabled on this Cisco Unifi ed Communications Manager check box is unchecked, and then click Save.

A simple way to test auto-registration is to plug in a new phone; if it receives a DN in the range you specified (or a DN in the range of 1000 to 1999 if you left it at the defaults), auto-registration is working.

Some administrators see auto-registration as a security weakness because any IP phone will be dynamically added to the database and potentially begin making calls, perhaps even to the PSTN if it is not restricted. It is common to enable auto-registration only when it is needed to prevent the registration of “rogue phones.”

Figure 9-6 shows the Auto-Registration Information section of the Unified CM Configuration page.

Note UDTs and ULTs were introduced in CUCM v9.0 as a way to simplify and accelerate the administrative process of adding new phones and users. In essence, they are simply ordi-nary templates that you create (as many as you need) and set up with common settings for each of the different groups of phones you identify. What makes universal templates inter-esting is that they utilize variables so that as you create a phone, the UDT/ULT can be set up to create a description as “User’s first name followed by user’s last name,” for example, and have the actual names inserted when the associated user is identified. The other cool part of the universal templates is the interface, which is modern and interactive.

Figure 9-7 shows a UDT under construction. In the UDT configuration screen, clicking the little pencil icon next to the Device Description field opens the Build Input for Device Description dialog box shown in the callout bubble. In this dialog, clicking the various icons labeled with First Name, Last Name, and so forth builds a string of variables (for example, #FirstName##LastName#) as shown in the Device Description field. Those variables are

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replaced by the actual first and last names of the user when the phone is associated to the user during self-provisioning. You can do this any time the pencil icon is available next to a field. It is not always applicable, of course. Most of the fields do not use data for which variables are necessary; for those, simply enter or select the appropriate data.

UDTs and ULTs are a cool and useful tool in the day-to-day move/add/change routine of CM administration.

Figure 9-6 Auto-Registration Configuration


Figure 9-7 Building a Universal Device Template

Bulk Administration Tool

The Bulk Administration Tool (BAT) enables administrators to perform database inserts, modifications, or deletions in bulk. This makes it feasible to add a great many phones, users, or other elements more quickly and with fewer errors; it also allows the administrator to schedule the operation to happen automatically and unattended.

The BAT Export feature enables the administrator to pull selected records from the data-base and export them. The administrator can then modify the records and re-import them into the database, making bulk changes faster and more accurate.

BAT can be used to add, modify, or delete almost any component in CUCM, including phones, users, forced authorization codes and client matter codes, user device profiles, the region matrix, gateway devices, and many others.

The components of BAT include an Excel template that provides the required fields and formatting for the new unique data server-side templates that configure the common data and a set of web page interfaces for preparing and executing the many operations that BAT supports.

The Excel template is downloaded from the CUCM server. The administrator then custom-izes the templates for the needs of this BAT operation, populates the required fields with the correct data, and uploads the resulting CSV file to the server.

Using the BAT interface appropriate for the operation (insert phones, insert users, create call routing components, and so on), the administrator may need to create a server-side BAT Template for adding new devices, or in some cases simply select the uploaded CSV file for

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processing. If templates are required (as they would be if adding phones, for example), the template specifies all the settings that all the phones have in common, whereas the CSV file specifies all of the unique settings for each phone, such as DN, line text label, and so forth.

The only trick to adding phones with the BAT tool is that the MAC address of each phone must be specified. Using a barcode scanner to scan the MAC barcode label on the phone into the CSV file makes things faster and more accurate, but there is another challenge waiting for you: You create a detailed config for the phone, including DNs and other user-specific settings, and you specify the MAC address of the new phone. Now you must make sure that the physical phone with that MAC gets to the user it was built for; this is no easy task if several hundred phones are being deployed at once.

A couple of alternative strategies are available to make BAT deployments easier. One is to use auto-registration to get all the phones working and then use the BAT tool to modify the phones’ configurations after the fact. This approach still has some weaknesses, notably that you must still be positive of the MAC address of the physical phone that sits on the desk and match it to the database entry that BAT changes.

Auto Register Phone Tool

A more sophisticated (but much more complex) strategy involves the use of the Auto Register Phone Tool (formerly known as the Tool for Auto Registered Phone Support, but which is still known as TAPS because it is a better acronym than ARPT). TAPS goes one step further in the automation of new IP phone deployments, as summarized in the following steps:

Step 1. An IP-IVR server is built and configured to support TAPS, and the CUCM server is integrated with the IP-IVR server. The IP-IVR functionality is support-ed by several Cisco applications, including Unified Contact Center Express.

Step 2. The administrator prepares a BAT job, specifying a device template for all the common phone settings and a detailed CSV file with all the unique phone set-tings. The administrator runs the BAT job, substituting fake “dummy” MAC addresses for the as-yet-unknown real ones. (A simple check box in the BAT interface does this substitution automatically.)

Step 3. The new phones are auto-registered and receive a DN. They can now place calls.

Step 4. Using Bob’s phone as an example: Bob (or perhaps an administrator if Bob feels uncomfortable doing so) picks up his new auto-registered phone that currently has DN 1024 (from the default auto-registration range) and dials the specially configured IP-IVR pilot number.

Step 5. The IP-IVR may prompt Bob to authenticate. (This is an optional but more secure approach.) When Bob has authenticated successfully, the IP-IVR prompts Bob to enter the extension his phone should have; in a new deploy-ment, this may be provided to Bob on an information sheet, or it may simply be the same extension (let’s assume 5309 in this case) that he had on the old phone system that is being migrated to CUCM.


Step 6. When Bob enters the extension, the IP-IVR records his input of 5309 and captures the MAC address of the phone Bob is using. The IP-IVR sends all this information to CUCM.

Step 7. CUCM looks up the extension of 5309 in the database and finds it in the record for one of the newly added BAT job phones; the one that will become Bob’s phone. CUCM replaces the dummy MAC address in the BAT record with the real MAC captured and forwarded by the IP-IVR. The database record is now complete and accurate, including the real MAC address of the phone that sits on Bob’s desk.

Step 8. CUCM restarts Bob’s phone, and when it comes back online, it is fully config-ured with all the specific details from the BAT record for Bob’s phone.

This is a powerful way to deploy thousands of IP phones. With some minor tweaks and some training of the users, it requires minimal administrator involvement in the phone deployment. The downside is that it requires the IP-IVR hardware and software and a capable administrator to configure it and still involves either training users to set up their own phones or using administrators to perform repetitive simple tasks, which are not cost-effective uses of their time.

Self-Provisioning

Self-provisioning is conceptually almost exactly the same as TAPS, with the very significant difference being that all of the IVR capability has been integrated into the CUCM applica-tion. This means that we no longer need to go to the trouble and expense of building and configuring an external IVR; we just configure CM to do it for us. Self-provisioning utilizes UDTs and ULTs, giving us even better customization with much less effort because we can leverage the variables definitions in the UDT and ULT.

Describe End Users in CUCMIt is technically true that a phone system does not need end users. If a person sits in front of a phone and starts using it, it does not really matter who the person is as long as the phone does what that person needs it to do. But a Unified Communications system provides much more than just phone functionality; it has a massive array of features that can be provided to and customized by individual users. Converged networks are increasingly complex, and end users expect an increasing simplicity of use. The configuration of end users is an integral part of a full-featured system, or as one of my friends put it: “All the fun stuff needs user accounts.”

End Users Versus Application UsersCUCM makes a clear distinction between end users and application users. The distinction is simple: End Users are typically people who type a username and password into a login screen (usually a web page) to access features or controls. An application user is typically an application that sends authentication information inline with a request to read or write information to a system (perhaps a third-party billing application accessing the CDR/CAR database, for example). Table 9-2 lists some of the characteristics and limitations of end users versus application users.

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Table 9-2 End Users Versus Application Users

End Users Application Users

Associated with an actual person Associated with an application

For individual use in interactive logins For noninteractive logins

Used to assign user features and administrative rights Used for application authorization

Included in the user directory Not included in the user directory

Can be provisioned and authenticated using Lightweight Directory Access Protocol (LDAP)

Must be provisioned locally (no LDAP)

Credential PolicyThe credential policy defines preset passwords, end-user PINs, and application-user pass-words. The default credential policy applies the application password specified at install to all application users.

Administrators can define additional policies that can specify the allowed number of failed login attempts, minimum password length, minimum time between password changes, num-ber of previous passwords stored, and the lifetime of the password. The policy can also check for weak passwords. A strong password

■ Contains three of the four characteristics: uppercase, lowercase, numbers, and symbols

■ Cannot use the same number or character more than three times consecutively

■ Cannot include the alias, username, or extension

■ Cannot include consecutive numbers or characters

Similar rules exist for phone PINs:

■ Cannot use any number more than two times consecutively

■ Cannot include the user mailbox or extension, nor the reverse of them

■ Must contain at least three different numbers (for example, 121212 is invalid)

■ Cannot be the dial-by-name version of the user name (such as Mike = 6453)

■ Cannot contain repeated digit patterns, nor any patterns that are dialed in a straight line on the phone keypad (for example, 2580 or 357)

Features Interacting with User AccountsThe following features use the end-user account login process, with either the username/password or PIN as the authentication :

■ Unified CM Administration web pages

■ User web pages (Self-Care Portal)

■ Serviceability

■ OS administration

■ Disaster recovery system


■ Cisco Extension Mobility

■ Cisco Unified Communications Manager Assistant

■ Directories

■ IP phone services

■ Data associated with user accounts

User account information is divided into three categories, with fields for specific data in each category:

1. Personal and Organizational Settings:

■ UserID

■ First, Middle, Last Name

■ Manager UserID

■ Department

■ Phone Number, Mail ID

2. Password Information: Password

3. CUCM Configuration Settings:

■ PIN

■ SIP Digest Credentials

■ User Groups and Roles

■ Associated PCs, controlled devices, and DNs

■ Application and feature parameters (Extension Mobility, Presence Group, CAPF)

Application user accounts use a subset of the previous attributes.

User LocaleUser locales allow different languages to be displayed on the IP phone and the user web pages. Additional locales are installed on the CUCM server; then specific locale files are downloaded to the phone via TFTP. This allows for the customization of the primary inter-faces for users in a wide range of available locales/languages.

Device AssociationFor users to be able to control their own devices (using the Self-Care Portal to up their own speed dials, services, and ring preferences, for example), the end-user account must be associated with the device. In CUCM, end users can be associated with IP phones, Cisco IP Communicator (CIPC), and Cisco Extension Mobility profiles.

Because the end-user account must have a unique user attribute name in the CUCM data-base, it is possible to dial a user by name. Cisco Unified Presence Server (CUPS) tracks the availability status of a user and his communication capabilities (such as voice, video, and chat).

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Implementing End Users in CUCMEnd users can be added to the CUCM database via three main methods:

■ Manual, one-at-a-time entry

■ Bulk import using the Bulk Administration Tool

■ LDAP synchronization (and optional authentication)

This section reviews each of these methods.

Manual EntryThe CUCM database includes fields for comprehensive user information. Only some of these fields are required, including the following:

■ User ID

■ Last Name

■ Presence Group (defaults to Shared Presence Group)

■ Remote Destination Limit (defaults to 4)

Given that the last two required fields are populated by default, it is clear that CUCM does not require much information to create a new user. The user ID must be unique, which implies that you should have a naming convention that accommodates many users with similar names.

There are many optional fields on the End User Configuration page, including Password, PIN, First Name, Telephone Number, and Device Association. The more users you have, the more likely it is that these optional fields will be populated to implement features, improve searching and reporting, or improve security. Figure 9-8 shows part of the End User Configuration page.

Figure 9-8 End User Configuration Page


Bulk Import Using BATInstead of adding potentially hundreds or thousands of users one at a time, the administra-tor can add users in bulk using the Bulk Administration Tool. BAT allows the administrator to create and upload a CSV file with all the users’ information populated and insert the data into the database in an automated way. BAT is a fast way to add, remove, or modify data-base entries for many fields in the CUCM database.

LDAP IntegrationCUCM supports integration with Lightweight Directory Access Protocol (LDAP). LDAP is a standards-based system that allows an organization to create a single, centralized direc-tory information store. LDAP holds information about user accounts, passwords, and user privileges. The information centralized in LDAP is available to other applications, so that separate directories do not need to be maintained for each application. Using LDAP simpli-fies user administration, and makes using systems slightly easier for users because they only need to maintain their information and passwords in one place.

Note Only end users are replicated by LDAP sync. Application users are always and only maintained as local entries in the CUCM database.

CUCM supports LDAP integration with several widely used LDAP systems, including the following:

■ Microsoft Active Directory 2000, 2003 and 2008 (support for AD 2012 only in CUCM 10.x and later)

■ Microsoft Active Directory Application Mode 2003

■ Microsoft Lightweight Directory Services 2008

■ iPlanet Directory Server 5.1

■ Sun ONE Directory Server (5.2, 6.x)

■ Open LDAP (2.3.39, 2.4)

CUCM can interact with LDAP in two ways: LDAP Synchronization populates the CUCM database with user attributes from LDAP, and (as an optional additional configuration) LDAP authentication redirects password authentication to the LDAP system. Typically, synchronization and authentication are enabled together. In either case, some information that now comes from LDAP is no longer configurable in CUCM; the fields actually become read-only in CUCM, because the information can only be edited in LDAP. The following sections review LDAP synchronization and authentication in more detail.

LDAP Synchronization

Implementing LDAP synchronization (LDAP sync) means that some user data (but not all) for LDAP-sourced end user accounts is maintained in LDAP and replicated to the CUCM database. When LDAP sync is enabled, LDAP-sourced user accounts must be created and maintained in LDAP and cannot be created or deleted in CUCM; the user attributes that LDAP holds become read-only in CUCM. However, some user attributes are not held in

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LDAP and are still configured in CUCM because those attributes exist only in the CUCM database. As of CUCM v9.x, local CUCM user accounts can coexist with LDAP-sourced accounts; in this case, CUCM maintains read-write access to all the attributes of local accounts, but LDAP-sourced accounts still have attributes that are read-only in CUCM and which must be managed in the LDAP system.

It is important to understand that when using LDAP sync without LDAP authentication, the user passwords are still managed in the CUCM database. This means that, although a user account in LDAP is replicated to the CUCM database, the user password must be main-tained separately in both the LDAP system and in CUCM.

CUCM uses the DirSync service to perform LDAP sync. The synchronization can be con-figured to run just once, on demand, or on a regular schedule. The choice depends on the system environment and the frequency of changes to LDAP content; the need for up-to-date information must be balanced against the load on the servers and network if the sync is frequent or takes place during busy times.

Note If LDAP authentication is enabled and LDAP fails or is inaccessible, only local end-user accounts will be able to log in to the CUCM (in addition to any application user accounts including the primary Administrator account defined at install). This may cause drastic unified communications service interruption, depending on how users normally interact with the system. Of course, if LDAP has failed, it is likely to be a serious issue already, causing many applications to cease functioning.

LDAP Authentication

LDAP authentication redirects password authentication requests from CUCM to the LDAP system. End-user account passwords are maintained in the LDAP system and are not config-ured, stored, or replicated to CUCM. Because one of the benefits (particularly to the end user) of LDAP is a centralized password system (making single sign-on possible), it is typical and desirable to implement LDAP authentication with LDAP sync.

LDAP Integration Considerations

A common misconception regarding CUCM LDAP integration is that all user data resides in LDAP. This is absolutely false. With LDAP sync, certain LDAP user attributes are held in the LDAP directory and are replicated to the CUCM database as read-only attributes. The balance of the user attributes in the CUCM database (fields such as associated devices, PINs, Extension Mobility profile, and so on) are still held and managed only in the CUCM database.

There is a similar misconception with LDAP authentication: Remember that the LDAP pass-word is not replicated to the CUCM database; rather, the authentication process is redirect-ed to the LDAP system. When an LDAP authentication-enabled user logs in to CUCM, the username and password are sent to the LDAP system (the password in sent as an MD5 hash). The LDAP system compares the submitted hash with its own hash of the correct password, and if they match, then the LDAP system indicates to the CUCM that the user is success-fully authenticated (and, obviously, if the hashes do not match, the authentication fails).


The interaction of CUCM with LDAP varies with the type of LDAP implementation. The primary concern is how much data is replicated with each synchronization event. For example, Microsoft Active Directory performs a full sync of all records contained in the configuration every time; this can mean a very large amount of data is being synchronized, potentially causing network congestion and server performance issues. For this reason, sync intervals and scheduling should be carefully considered to minimize the performance impact.

Synchronization with all other supported LDAP systems is incremental (for example, only the new or changed information is replicated), which typically greatly reduces the amount of data being replicated, thereby reducing the impact on the network and servers.

LDAP Attribute Mapping

The user attribute field names that LDAP uses are most likely different from the equivalent attribute field names in the CUCM database. Therefore, the various LDAP attributes must be mapped to the appropriate CUCM database attribute. Creating an LDAP sync agreement involves identifying the one LDAP user attribute that will map to the CUCM user ID attri-bute. In a Microsoft Active Directory integration, for example, the LDAP attribute that will become the CUCM user ID can be any one of the following:

■ sAMAccountName

■ uid

■ mail

■ TelephoneNumber

It does not matter which one is chosen, but for consistency and ease of use, the attribute that the users are already using to log in to other applications should be used.

After the initial user ID mapping is selected, some other LDAP attributes should be manu-ally mapped to CUCM database fields. Table 9-3 lists the fields in the CUCM database that map to the possible equivalent attribute in each type of supported LDAP database.

Table 9-3 LDAP User Attribute Mapping

CUCM Microsoft AD Other Supported LDAP

User ID sAMAccountName uld

mail mail

employeeNumber employeeNumber

telephoneNumber telephonePhone

UserPrincipalName

First Name givenName Givenname

Middle Name middleName initials

Initials

Last Name sn sn

9


CUCM Microsoft AD Other Supported LDAP

Manager ID manager manager

Department department department

Phone Number telephoneNumber telephonenumber

ipPhone

Mail ID mail mail

sAMAccountName uld

LDAP Sync Requirements and Behavior

Keep these points in mind when planning and implementing an LDAP sync:

■ The data in the LDAP attribute that is mapped to the CUCM User ID field must be unique in the LDAP (and therefore CUCM) database. Some LDAP fields allow duplicate entries, but the CUCM user ID must be unique, so it is necessary to verify that the LDAP data is unique before the sync agreement is built.

■ The sn attribute (surname/last name) in LDAP must be populated with data; otherwise, the record will not be replicated to CUCM.

■ If the LDAP attribute that maps to the CUCM user ID attribute contains the same data as an existing application user in CUCM, that entry is skipped and not imported into the CUCM database .

LDAP Sync Agreements

An LDAP sync agreement defines what part of the LDAP directory will be searched for user accounts. Many LDAP systems have a highly organized structure, with different containers for different functions, departments, locations, or privileges. The synchronization agree-ment specifies at which point in the tree the search for user accounts will begin. CUCM has access to the container specified in the agreement, and all levels below that in the tree; it cannot search higher up the tree than the start point, nor can it search across to other branches in the tree that must be accessed by going higher than the starting point then back down.

The agreement can specify the root of the domain, but although this is a simple agreement to create, it causes the entire LDAP structure to be searched, which may return unwanted accounts or simply too many accounts.

CUCM can integrate with only one LDAP system, but within that system version 10.x can support up to 20 synchronization agreements. The total number of LDAP-sourced user accounts should not exceed 160,000. To be more precise

■ If the number of users is less than 80,000, up to 20 sync agreements are possible.

■ If the number of users is greater than 80,000 (to the maximum recommended 160,000), the number of sync agreements supported is 10.


LDAP Sync Mechanism

The LDAP sync agreement specifies when to begin synchronizing and when to repeat the synchronization (a schedule). It is possible to have a synchronization run only once, although this is somewhat unusual.

LDAP Custom Filters

The default behavior of LDAP sync is to import all user accounts from the start point in the tree on down. This may cause accounts to be imported that are not wanted. Using a custom filter allows an administrator to limit which accounts are imported; for example, a filter could specify that only user accounts in a particular organizational unit (OU) are imported. If the filter is changed, a full LDAP sync must be performed for the change to take effect.

Configure LDAP SyncSetting up LDAP sync is surprisingly simple. The main difficulty is typically gaining a full understanding of the target LDAP structure, knowing what containers hold the users to be imported, and knowing where to start the LDAP search.

The basics steps to set up LDAP sync are as follows:

Step 1. Activate the Cisco DirSync service.

Step 2. Configure the LDAP system.

Step 3. Configure the LDAP directory.

Step 4. Configure LDAP custom filters.

For CUCM to be able to access and search LDAP, an account must be created in LDAP for CUCM. Configurations may vary between LDAP systems, but the account must essentially have read permissions on everything in the search base.

Activate DirSync

Using the Unified Serviceability application, navigate to Tools > Service Activation. From the Server drop-down list, choose the Publisher. Find the Cisco DirSync service, check the box next to it, and click Save.

Configure the LDAP System

Follow these steps to enable LDAP sync in CUCM:

Step 1. Using the Unified CM Administration application, navigate to System > LDAP >

LDAP System.

Step 2. Check the Enable Synchronizing from LDAP Server box.

Step 3. From the LDAP Server Type drop-down, choose the type of LDAP system with which CUCM will synchronize.

Step 4. From the LDAP Attribute for User ID drop-down, select which LDAP attribute will map to the CUCM User ID attribute.

Step 5. Click Save.

9


Figure 9-9 shows the LDAP System Configuration page.

Figure 9-9 LDAP System Configuration

Configure the LDAP Directory

To configure the LDAP directory, follow these steps:

Step 1. Using the Unified CM Administration application, navigate to System > LDAP >

LDAP Directory.

Step 2. Specify a name for this LDAP Sync agreement in the LDAP Configuration Name field.

Step 3. Add the account name and password that CUCM will use to access LDAP.

Step 4. Define the User Search Base. This will be the full LDAP path syntax (for example, ou=Users,dc=Pod1,dc=com).

Step 5. Set the synchronization schedule.

Step 6. Specify the LDAP user fields to be synchronized (mapping CUCM fields to LDAP fields).

Step 7. Specify at least one (up to three for redundancy) LDAP server IP address. Specify SSL to secure the LDAP sync process (requires similar configuration on the LDAP system).


Note There are several new and interesting capabilities in the LDAP integration system that are beyond the scope for CICD. Things such as the ability to add users to specified groups as you import them and to associate or even create directory numbers based on the LDAP information or specified settings, are good news for ease of user administration, but not CICD exam material.

Figure 9-10 shows the LDAP Directory configuration page.

Figure 9-10 LDAP Directory Configuration Page

Verify LDAP SyncThe simplest way to verify that LDAP sync is working is to do a quick search of the end users on the CUCM. In the column under LDAP Sync Status, the LDAP-sourced users’ sta-tus will be listed as Active LDAP Synchronized User. Users that are locally maintained in the CUCM database will be listed as Enabled Local User.

When you open the configuration page for an LDAP-synced user, you see that the User ID, Last Name, Middle Name, First Name, Telephone Number, Mail ID, Manager User ID, Department and a few other fields are not editable; this is because they are synced with LDAP and can only be edited in the LDAP system.

Configuring LDAP AuthenticationConfiguring CUCM to redirect authentication to the LDAP system is normally done as part of an LDAP integration. It is not typical to sync all the users but still make them maintain a separate password in CUCM.

9


To set up LDAP authentication, follow these steps:

Step 1. Navigate to System > LDAP > LDAP Authentication.

Step 2. Check the box next to Use LDAP Authentication for End Users.

Step 3. Specify the account and password CUCM will use to access the LDAP system.

Step 4. Specify the LDAP User Search Base.

Step 5. Specify the LDAP server IP address (up to three for redundancy).

Step 6. Click Save.

Verify LDAP AuthenticationVerifying LDAP authentication can be achieved by opening a user configuration page and observing that the Password field is gone; this is because the password is maintained in LDAP, not locally in the CUCM database. A user can test the LDAP authentication by changing her password in LDAP and observing that CUCM requires the new password to log in.

Note that the user PIN is always locally maintained in the CUCM database, as are all the other CUCM-specific attributes.

Create LDAP Custom FiltersCreate LDAP custom filters by navigating to System > LDAP > LDAP Custom Filter. Click Add New. In the Filter Configuration page, specify a name for the filter.

In the Filter field, type the filter statement. The statement must be in parentheses: ( ). Some sample filter statements follow; for more detail, see RFC 4515, LDAP: String

Representation of Search Filters:

■ (cn=Milt on Macpherson)

■ (!(cn=Milton Macpherson))

■ (&(objectClass=Person)(|(sn=Macpherson)(cn=Milton M*)))

■ (sn=M*)


Exam Preparation Tasks

Review All the Key TopicsReview the most important topics in the chapter, noted with the Key Topic icon in the outer margin of the page. Table 9-4 describes these key topics and identifies the page num-ber on which each is found.

Table 9-4 Key Topics for Chapter 9

Key Topic Element Description Page Number

Section IP phone registration process 236

Section IP phone configuration requirements in CUCM 240

Section End users versus application users 252

Section LDAP integration 256

Definitions of Key TermsDefine the following key terms from this chapter, and check your answers in the Glossary:

device pool, Unified CM group, softkey template, phone button template, region, location, date/time group, self-provisioning

This page intentionally left blank

Symbolsμ-law (mu-law), G.711 codec, 20, 23

AA-law, G.711 codec, 20, 23

AAR (Automated Alternate Routing), CUC voice messaging, 356

Access Control Groups (CUCM user management), 220-221

access lists (Mobile Connect), 327-328

applying, 334-335

configuring, 333-334

address signaling, 8

administration (CME) via command-line, 479-491

administration interfaces

CM-IMP

CM-IMP Administration, 224-225

CM-IMP Serviceability, 225-226

CUC, 221

CUC Administration, 222-223

CUC Serviceability, 224

CUCM

accessing, 214

Cisco Unified Operating System Administration, 217

Cisco Unified Reporting, 218

Cisco Unified Serviceability Administration, 215-216

CLI, 218-219

CM Administration, 214-215

DRS, 218

End-User interface, 226-227

passwords, 214

security, 214

Self Care Portal, 226-227

Advanced Features menu (CM Administration interface), 215

Advanced menu (CUC Administration), 223

after-hours call blocking, configuring with CME, 191-194

aging policy (messages), CUC voicemail boxes, 357, 374-375

Alarm menu (Cisco Unified Serviceability Administration inter-face), 216

alerts, monitoring via RTMT, 442-443

Alerts Report (Serviceability Reports Archive), 457-458

allow multiple logins option (EM in CUCM), 290

analog connections, 6

analog waveforms, 7

CME, Cisco IP phone interaction with PTSN, 36

converting to digital, 9, 17-20

difficulties with, 9

glare, 8

Index

ground start signaling, 8

loop start signaling, 8

PSTN, 14

repeaters, 9

analog telephones, PSTN, 12

analog voice ports

CME dial plans

FXO voice ports, 119, 146-147

FXS voice ports, 116-118

FXO voice ports

CME dial plans, 119

designating POTS lines for emer-gency calls, 146-147

PLAR, 137

FXS voice ports

CME dial plans, 116-118

PLAR, 136

any voice codec (dial peer 0), 142

Application menu

CM Administration interface, 215

CM-IMP Administration, 224

application users (CUCM), 252, 256

attempt forward rule (forward routing), CUC voice messaging integration, 352

attempt sign-in rule (direct routing), CUC voice messaging integration, 351

audio encryption, SRTP, 60

audio telephony, CUCM, 37

Audio Text Administrator role (CUC voice messaging integration), 349

Audit Administrator role (CUC voice messaging integration), 349

authentication

LDAP authentication, 257

configuring, 262

verifying, 263

local authentication, CME configura-tion with CCP, 88

authentication rules, CUC voice messaging integration, 352

auto-logout option (EM in CUCM), 290

AutoQoS (Quality of Service), 74-81

auto-registration of IP phones in CUCM, 243, 247-252

AXL (Administrative XML), CUC voice messaging, 357, 369-370

BB8ZS linecoding, 122

backups, DRS, 444

backup device configuration, 445

CUC, 445

CUCM, 445

CUP, 445

restore process, 446

scheduling backups, 445-446

bandwidth, VoIP networks, 69

Barge feature, CUCM telephony, 299, 304-305

barge-in functionality in intercoms, 185

BAT (Bulk Administration Tool)

end users (CUCM), importing, 256

IP phone registration in CUCM, 243, 250-251

Bell Systems Corporation, analog to digital conversions, 17

best effort QoS model, 71

billing reports, 464

Bitrate codec (iLBC), 21-23

BLF (Busy Lamp Fields) and Native Presence (CUCM), 301-303, 315-317

508 blind transfers (call transfers)

Other Group Pickup, 300

privacy, 300

shared lines, 299, 303-304

Whisper intercom feature, 301

caller input, CUC voice messaging, 355

call flows (CUCM)

call routing

destinations in CUCM, 277-278

digit analysis, 280-281

gateways, 280

hunt groups, 281

route groups, 279

route lists, 279

route patterns, 278-279

sources of, 277

trunking, 280

centralized deployment

considerations/limitations, 275

PSTN backup call flows, 274

centralized remote branch call flows, 273-274

class of control

CSS, 282-283

partitions, 282

distributed deployment call flows, 276-277

DNS (with/without), 270-273

PSTN backup using CAC call flows, 275-276

call forwarding

CME and

CLI, 172-173

H.450.3 call forwarding, 173-175

IP phone calls, 172

CUCM and

CFA, 298

CFB internal/external, 299

CFNA internal/external, 299

blind transfers (call transfers), 175

blocking calls after-hours, configuring with CME, 191-194

boot processes, troubleshooting IP phones, 404-407

browsing (remote), monitoring via RTMT, 443

Bulk Administration menu



Ccabling, VoIP, 17

CAC (Call Admission Control), PSTN backup using CAC call flows (CUCM), 275-276

calendar resources, CM-IMP integra-tion, 386

call accounting, configuring with CME, 194-199

call actions, CUC voice messaging, 355

call activity, monitoring via RTMT, 440-442

call blocking after-hours, configuring with CME, 191-194

call coverage, CUCM

Barge feature, 299, 304-305

call forward options, 298-299

call hunting, 300-301, 310-313

call park, 301, 308-310

call pickup groups, 300, 305-308

CFA, 298



CFNC internal/external, 299

CFUR internal/external, 299

GPickup, 300

Intercom feature, 301, 313-315

CCM (Cisco CallManager) 509

Call Routing menu (CM Administration interface), 214

call transfers

blind transfers, 175

CME and, 175-177

consult transfers, 175

CAR (Call Detail Record Analysis and Reporting) tool, 427

CDR and, 429

exporting records, 430

generating reports, 430-433

CMR and


system requirements, 429-430


generating reports

CDR reports, 430-433

device reports, 434

system reports, 433-434

service activation, 428

service parameter configuration, 428

system parameters, 429-430

user types, 429

cards, PBX systems

control cards, 13

line cards, 13

trunk cards, 13

CAS (Channel Associated Signaling), 10-11

catalyst switch PoE (Power over Ethernet), IP phones, 56

CBarge option (Barge feature), 305

CBWFQ (Class-Based Weighted Fair Queuing), 73

CCMCIP (Cisco Unified Communication Manager IP phone) service, 384

CCM (Cisco CallManager). See CUCM



CUC voice messaging, 350, 356

CallHome menu (Cisco Unified Serviceability Administration inter-face), 216

call hunting, CUCM telephony, 300-301, 310-313

call legs (voice), 126-127

call lists, Native Presence-enabled lists (CUCM), 316

Call Management menu (CUC Administration), 222

CallManager. See CUCM; CME

call parks

CME and, 177-181

CUCM telephony, 278, 301, 308-310

call pickup

CME and, 182-184

CUCM telephony, 300, 305-308

directed pickup, 183

local group pickup, 183

other pickup, 183

call processing, CME, 34

call progress tones, FXS voice ports, 118

call routing

CUC voice messaging integration, 351-352

CUCM



gateways, 280

hunt groups, 281

route groups, 279

route lists, 279


sources of, 277

trunking, 280

510 CCP (Cisco Configuration Professional)

CCS (Common Channel Signaling), 11-12

CD, Exam Engine

activating exams, 468

installing, 467

Practice Exam mode, 468-471

Study mode, 470-471

CDP (Cisco Discovery Packets)

AutoQoS and, 76

IP phone VLAN configuration, 63

CDR (Call Detail Records)

CAR tool and, 429



CME and, 194-198

CFA (Call Forward All), CUCM, 298

CFB (Call Forward Busy) internal/external, CUCM, 299

CFNA (Call Forward No Answer) internal/external, CUCM, 299

CFNC (Call Forward No Coverage) internal/external, CUCM, 299

CFUR (Call Forward UnRegistered) option

centralized deployment PSTN back call flows, 274

CUCM, 299

chapter-ending review tools (test preparation), 469

chats, CM-IMP

group chat storage, 384

persistent chats, 387

Cisco IP phones

CME interaction

PTSN-connected interfaces, 36

RTP, 35

SCCP, 35

SIP, 35

CUCM interaction, 38-41

CCP (Cisco Configuration Professional)

capabilities of, 105

CCP GUI, CME end user/endpoint implementation, 107-110

CME dial plans, 151-152, 159-161

CME routers

CME integrated GUI, 89

configuring, 88

managing, 89-93

CME voice networks

after-hours call blocking, 194

call forwarding, 175

call parks, 180-181

call pickup, 183-184

call transfers, 177

directories, 170-171

ephone hunt groups, 201-202

intercoms, 185-187

paging, 189-190

shared ephone-dn, configuring, 206-207

Single Number Reach, 199-200

communities, definition of, 91

COR implementation, 159-161

interface management, 105

license management, 105

Night Service, configuring for CME, 203-206

routers, 105

security, 105

shared ephone-dn, configuring for CME, 206-207

Unified Communications, 105-107

utilities, 105

virtual machines, building, 93

CCP Express (Cisco Configuration Professional Express), 90

CM-IMP (Communications Manager IM and Presence) 511

clocks, setting in Cisco devices, 65-67

clusters and CUCM, 37-39

CM Administration interface (CUCM), 214-215

CM groups (device pools), 240

CM-IMP (Communications Manager IM and Presence), 381


CM-IMP Administration, 224-225

CM-IMP Serviceability, 225-226

calendar resource integration, 386

CCMCIP service, 384

components of, 384

conferencing resource integration, 386

CUC integration, 385

CUCM Presence Signaling integration, 393-394

group chat storage, 384

Jabber

chats, 387

compliance, 387

CSF, 383, 390

deskphone mode, 381-382, 386

enterprise IM, 382

IM, 387

integration support, 383


QoS, 387-388

softphone mode, 382, 386

troubleshooting, 394-395

user integration in CM-IMP, 394

user integration in CUCM, 389-392

video calls, 383

voice calls, 383

LDAP integration, 385, 391

MeetingPlace integration, 386

Cisco Learning Network, 469

Cisco Unified Communications Manager Instant Messaging and Presence. See IMP

Cisco Unified CUCME as Cisco Unified SRST, CCP and CME router configuration, 92-93

Cisco Unified Operating System Administration interface (CUCM), 217

Cisco Unified Reporting interface (CUCM), 218

Cisco Unified Serviceability

Cisco Serviceability Reporter service, 455

Serviceability Reports Archive, 455-456

Alerts Report, 457-458

Server Report, 458-459

Cisco Unified Serviceability Administration interface (CUCM), 215-216

Cisco Unity Connection


Exchange and, 42

features of, 42

LDAP directory server integration, 42

mailboxes, 42

voicemail, 42

voice messaging, 41

VPIM, 42

classification and marking mechanisms (QoS), 71

class of control (CUCM call flows), 282-283

Class of Service menu (CUC Administration), 222

CLI (Command Line Interface)

CUCM, 218-219

forwarding calls from, 172-173

512 CM-IMP (Communications Manager IM and Presence)

call transfers, 175-177

CCP

CCP GUI and end user/endpoint implementation, 107-110

CME configuration, 88

CME management, 89-93

CDR, configuring, 194-198

Cisco IP phones, 35-36

CME GUI, 89

Customer Admin account creation, 103-104

enabling, 101-103

user creation, 101

command-line

administration, 479-491

configuring, 34

COR, 153-161

CTI support, 34

Customer Admin accounts, creating, 103-104

customer administrators, 100

device control, 34

dial plans

CCP and COR implementation, 159-161

CCP and dial plan configuration, 151-152, 159-161

COR, 153-161

dial peer configuration, 125-151, 155

router call processing, 137-142

router digit manipulation, 142-151

voice port configuration, 116-125

direct integration with CUE, 34

EM, 207

ephone hunt groups, configuring, 201-203

Microsoft Exchange 2003/2007 integration, 386

Microsoft Office Communications Server integration, 385

QoS, 387-388

Rich Presence service, 384


user integration in CUCM, 391-392

configuring users, 389

CSF devices, 390

directory number associations, 390

WebEx integration, 386

CME (Communication Manager Express)

administration

CCP and CME, 88-93

CME GUI, 89, 101-103


customer administrators, 100

endpoint implementation, 107-110

end user implementation, 107-110

ephone-dn, 103-104

phone users, 100

SCCP, 104-105

SIP, 104-105

system administrators, 100

user creation, 101

after-hours call blocking, 191-194

call accounting, 194-199

call forwarding

CLI, 172-173


IP phone calls, 172

call parks, 177-181


call processing, 34

connections 513

G.726 codec, 23

G.728, 21

G.729, 20-21

G.729a, 21

G.729ab codec, 23

G.729a codec, 23

G.729b, 21

G.729b codec, 23

iLBC (Bitrate), 21-23

Internet Low, 21

command-line (CME)


configuration, 34

common phone profiles, IP phones and CUCM implementation, 243

communities, definition of, 91

compatibility, VoIP, 17

compliance, CM-IMP, 387

compression

analog to digital conversion, 20

G.729 codec, 20

header compression (link efficiency mechanisms), 73

MOS, 20

payload compression (link efficiency mechanisms), 72

conferencing resources, CM-IMP inte-gration, 386

congestion avoidance mechanisms (QoS), 72

congestion management mechanisms (QoS), 72

connections

analog, 6

converting to digital, 9, 17-20

difficulties with, 9

glare, 8


loop start signaling, 8

ephone-dn

shared ephone-dn, configuring with CCP, 206-207

user creation, 103-104

features of, 34

GUI-based configuration, 34

intercoms, configuring, 184-187

ISR G2 platform support, 33-34

local directory service, 34

managing with CCP, 89-93

MoH, configuring, 198-199

Night Service, configuring with CCP, 203-206

paging, configuring, 187-190

phone users, 100

SCCP, 104-105

Single Number Reach, configuring, 199-200

SIP, 104-105

system administrators, 100

troubleshooting

CME servers, 407

dial plans, 407-410

QoS, 410-413

registration issues, 403-407

voice network directories, configur-ing, 168-171

VoIP trunking, 34

CMR (CallManager) service and CAR tool


system requirements, 429-430

codecs

Bitrate (iLBC), 21-23

G.711, 21

μ-law (mu-law), 20, 23

A-law, 20, 23

G.722, 21

514 connections

Cisco Serviceability Reporter service (Cisco Unified Serviceability), 455

CM-IMP integration, 385

CUC Serviceability reports

accessing, 452


Mailbox Store Report, 462-463

maintenance with, 462-464

Outcall Billing Detail Report, 464

Outcall Billing Summary Report, 464

Phone Interface Failed Logon Report, 459-460

Port Activity Report, 461-462

Transfer Call Billing Report, 464

troubleshooting with, 459-462

Unused Voice Mail Accounts Report, 463-464

User Lockout Report, 460-461

Users report, 453-454

DRS and disaster recovery, 445

Serviceability Reports Archive (Cisco Unified Serviceability), 455-456



CUCM (Cisco Unified Communications Manager), 33


accessing, 214

Cisco Unified Operating System Administration, 217

Cisco Unified Reporting, 218

Cisco Unified Serviceability Administration, 215-216

CLI, 218-219

CM Administration, 214-215

DRS Administration, 218

End-User interface, 226-227

passwords, 214

PSTN, 14

repeaters, 9

waveforms, 7

digital

CAS, 10-11

CCS, 11-12

converting analog connections to, 9, 17-20

PSTN, 14

signal degradation, 10

TDM, 10

console ports, CME administration via command-line, 479

consult transfers (call transfers), 175

Contacts menu (CUC Administration), 222

control cards, PBX systems, 13

COR (Class of Restriction), CME, 153-161

CO switches, PSTN, 13

couplers (inline PoE), IP phones, 56-57

credential policies and end users (CUCM), 253

CSF (Client Services Framework), Jabber, 383, 390

CSS (Calling Search Spaces) and CUCM call flow class of control

line device configuration, 283

partition interaction with, 282

CSS (Common Channel Signaling), SS7, 14

CTI (Computer Telephony Integration), CME support, 34

CUBE (Cisco Unified Border Element), CCP and CME router configuration, 92

CUC (Cisco Unity Connection)

administration interfaces, 221

CUC Administration, 222-223

CUC Serviceability, 224

CUCM (Cisco Unified Communications Manager) 515


class of control, 282-283




call processing, 41

call routing



gateways, 280

hunt groups, 281

route groups, 279

route lists, 279


sources of, 277

trunking, 280

CAR tool, 427

CDR and, 429-433

CMR and, 429-430

device reports, 434





user types, 429


Cisco Unity Connection interaction, 43-44

clusters, 39

CM-IMP

chats, 387

compliance, 387



security, 214

Self Care Portal, 226-227

appliance-based operation, 37

application users, 252, 256

audio telephony support, 37

call coverage



call hunting, 300-301, 310-313

call park, 301, 308-310


CFA, 298





GPickup, 300



privacy, 300



call flows

call routing and digit analysis, 280-281

call routing and gateways, 280

call routing and hunt groups, 281

call routing and trunking, 280

call routing destinations, 277-278

call routing groups, 279

call routing lists, 279

call routing patterns, 278-279

call routing sources, 277

centralized deployment consider-ations/limitations, 275

centralized deployment PSTN backup call flows, 274

516 CUCM (Cisco Unified Communications Manager)



directory service support/integration, 38

DRS, 38, 445

EM

enabling, 291-298

logins, 290

end users

account interaction features, 253-254

application users versus, 252

credential policies, 253

device association, 254

importing via BAT, 256

LDAP attribute mapping, 258-259

LDAP authentication, 257, 262-263

LDAP custom filters, 263

LDAP integration, 256-263

LDAP sync, 256-262

manually importing, 255

passwords, 253

PIN, 253

user locales, 254

features of, 37-38

ICCS, 38

Intercluster trunking, 38

IP phones, 234

auto-registration, 243, 247-252

BAT, 243, 250-251

CDP, 235

common phone profiles, 243

configuration requirements, 240-243

device defaults, 242

IM, 387

Jabber, 381-383, 386-395


QoS, 387, 388



user integration via Jabber, 389-392


importing accounts via AXL, 357, 369-370

importing users from CUCM, 368-370

CUPS and, 273

database replication, 38

dial plans













class of control, 282

class of control and CSS, 282-283

class of control and partitions, 282


CUCM (Cisco Unified Communications Manager) 517

generating, 425-426

maintenance reports, 427

route plan reports, deleting unas-signed DN, 424-425

system analysis reports, 427

RTMT monitoring

alerts, 442-443

call activity, 440-442

database summaries, 439-440

device searches, 438-439

gateway activity, 437-438

remote browsing, 443

syslog, 443-444

voice/video summaries, 437

runtime data, 38

SIP phones, registering, 236

telephony


call coverage, 298-315


call hunting, 300-301, 310-313

call parks, 301, 308-310


CFA, 298


CFN internal/external, 299



GPickup, 300


Native Presence, 301-303, 315-320


privacy, 300



TFTP servers, 39

device pools, 240-242

DHCP, 235-240

DNS, 235

manual configuration, 243-247

NTP, 234, 241

phone button templates, 242

phone security profiles, 243

PoE, 235

registering, 236, 243-252

self-provisioning registration, 243, 252


SIP phone registration process, 236

softkey templates, 242

TAPS, 243, 251-252

TFTP, 235

LDAP integration

attribute mapping, 258-259

custom filters, 263


LDAP sync, 256-262

mobility

Mobile Connect, 326-336

MVA, 328, 336-340

unified mobility architecture, 327-328

Native Presence, 301-303

BLF call lists, 317

BLF speed dials, 315-316

custom presence groups, 317-320

presence-enabled call lists, 316

Presence Signaling integration with CM-IMP, 393-394

redundant server clusters, 37

reports

analyzing, 427

CAR tool, 427-434

518 CUCM (Cisco Unified Communications Manager)

LDAP, 350, 357, 370-372

Mailbox Access Delegate Account role, 349

mailboxes

call actions, 355

caller input, 355

greetings, 354

message actions, 355

message settings, 355

transfer rules, 354

multisite deployments, 347

overview of CUC, 346

Remote Administrator role, 349

service parameters, 350

single-site deployments, 346

SIP and CUC integration, 348

System Administrator role, 350

system settings

general configuration, 349

roles, 349-350

Technician role, 350

User Administrator role, 350

user configuration, 355

AAR, 356

account creation options, 356

alternate extensions/names, 366-367

call forward options, 356

extension numbers, 356


notification devices, 356

private DL, 356, 367-368

SRST, 356

toll call control, 356

voicemail boxes, 356

user importation

bulk administration import, 372-373


analyzing reports, 427

CAR tool, 427-434

DN, 424-425


IP phone registration, 422-424


QoS, 413


user management

Access Control Groups, 220-221

privileges, 219

roles, 219-220

video telephony support, 37

VMware installation, 37

voice gateway control/communication, 38

CUCME (Cisco Unified Call Manager Express), CCP and CME router con-figuration, 92

CUC voice messaging integration, 343

Audio Text Administrator role, 349

Audit Administrator role, 349

authentication rules, 352

call handlers, 350

call routing, 351-352

CUC Message Store, 373

memberships, 374

message aging policy, 374-375

quotas, 375-376

CUCM using SCCP, 347-348

dial plans, 353

direct routing rules, 351

DL, 352

enterprise parameters, 350

forward routing rules, 352

Greeting Administrator role, 349

Help Desk Administrator role, 349

DHCP (Dynamic Host Configuration Protocol) 519

date/time

date time groups (device pools), 241

setting in Cisco devices, 65-67

degrading signal, 10

delay in VoIP networks, 69-70

demultiplexing devices, digital voice ports and CME dial plans, 122

deny login option (EM in CUCM), 290

deskphone mode (Jabber), 381-382, 386

device control, CME, 34

device defaults, IP phones and CUCM implementation, 242

Device menu (CM Administration interface), 215

device pools

CM groups, 240

date/time groups, 241

IP phones and CUCM implementa-tion, 240-242

locations, 241

manual IP phone configuration in CUCM, 244

phone NTP references and SIP phones, 241

regions, 241

device reports, generating via CAR tool, 434

device searches via RTMT, 438-439

device security profiles, manual IP phone configuration in CUCM, 244

DHCP (Dynamic Host Configuration Protocol)

IP phones

CUCM implementation, 235

CUCM support, 237-240

registering, 423

troubleshooting, 423

CUCM, 368-370

LDAP, 370-372

user templates

basic elements of, 353-354

basics of, 358

call actions, 355

caller input, 355


greetings, 354

message actions, 355, 361-362

message settings, 355, 360-361

notification devices, 364-365

password settings, 354, 359-360

phone menu, 362-363

playback message settings, 363-364

roles, 354, 360

transfer rules, 354

TUI settings, 355

voicemail boxes

message aging policy, 357, 374-375

message storage, 373-375

quotas, 357, 375-376

CUE (Cisco Unity Express), direct CME integration, 34

CUPS (Cisco Unified Presence Servers)

CUCM and, 273

DRS and disaster recovery, 445

Customer Admin accounts (CME), creating, 103-104

customer administrators (CME), 100

Ddatabases

replicating, CUCM, 38

summarizing via RTMT, 439-440

520 DHCP (Dynamic Host Configuration Protocol)


router digit manipulation, 142-151

voice port configuration, 116-125


CUCM

call routing, 277-281

centralized deployments, 274-275


class of control, 282-283




PSTN dial plans, 134-135


DiffServ (Differentiated Services) QoS model, 71

digit analysis and CUCM call routing, 280-281

digit manipulation

CME dial plans, 142

emergency calls, designating POTS lines for, 146-147

operator calls, directing to reception-ist, 145-146

PSTN failover using prefix command, 143-145

translation profiles, 148-151

digit-stripping rule (POTS dial peers), 131

digital connections

CAS, 10-11

CCS, 11-12

converting analog connections to, 9, 17-20

servers

IP phone boot process, 63, 406

router-based DHCP server configuration, 64-65


Diagnostics menu (CM-IMP Administration), 225

dial peers

CME dial plans, 125-144, 151, 155

dial peer 0, 142

inbound/outbound dial peers, match-ing, 139-142

PLAR, 136-137

POTS dial peers, 125-131, 142, 151, 155


router digit manipulation, 142

designating POTS lines for emergency calls, 146-147

directing operator calls to receptionist, 145-146



voice call legs, 126-127

VoIP dial peers, 125, 131-133, 143-144

wildcards, 133-134

Dial Plan menu (CUC Administration), 222

dial plans

CME dial plan

CCP and COR implementation, 159-161

CCP and dial plan configuration, 151-152, 159-161

COR, 153-161

dial peer configuration, 125-151, 155

DSP (Digital Signal Processors) 521

DL (Distributed Lists)

CUC voice messaging integration, 352, 356, 367-368

private DL, 356, 367-368

DN (Directory Numbers)

call hunting, 300, 310-313

call parks, 308-309


call routing in CUCM, 277

custom Native Presence groups (CUCM), 317-320

Intercom feature, 313-315

intercom lines, 301

Native Presence (CUCM), 303


unassigned numbers, deleting via Route Plan Reports, 424-425

DNS (Domain Name Systems)

CUCM call flows



IP phones, CUCM implementation, 235

downloading practice exams, 468

DRS (Disaster Recovery System) interface (CUCM), 218

DRS (Disaster Recovery Systems), 444


CUC, 445

CUCM, 38, 445

CUP, 445



DSP (Digital Signal Processors)

calculating, 22

PVDM, 22-23

VoIP, 10

VoIP and, 21-23

PSTN, 14

signal degradation, 10

TDM, 10

digital telephones, PSTN, 13

digital voice ports, CME dial plans, 120-125

direct routing rules, CUC voice messaging integration, 351

directed call park, 301, 309-310

directed pickup, 183

directories

LDAP sync directories, configuring, 261, 262

voice network directories, configur-ing, 168-171

directory handlers, CUC voice messag-ing integration, 350

directory numbers, user associations in CUCM via Jabber, 390

directory services

CUCM, 38

local directory service, CME, 34

DirSync and LDAP sync, 260

disaster recovery

CUCM, 38

DRS, 444


CUC, 445

CUCM, 445

CUP, 445



DRS interface (CUCM), 218

Distribution Lists menu (CUC Administration), 222

522 E.164 numbering plan

CME user accounts, 103-104

CME voice network directories, 168

configuring, 117, 125, 129, 156-158

intercoms, configuring, 185

Notepad templates, call forwarding configuration, 173

paging, configuring, 187

shared ephone-dn, configuring with CCP, 206-207

Single Number Reach, configuring, 201

ESF (Extended Super Frame) framing, 122

Ethernet

ephone-dn, CME user accounts, 103-104

ephones, 103

IP phone connections, 54-55

catalyst switch PoE power, 56

inline PoE couplers, 56-57

power bricks, 57

power patch panels, 56-57

PoE

catalyst switch PoE, 56


IP phones and CUCM implemen-tation, 235

PoE Plus, 56

power bricks, 57



verifying, 405

SEP, 65

Exam Engine

activating exams, 468

downloading exams, 468

installing, 467


EE.164 numbering plan, 15

Edison, Thomas, 6

email, VoIP, 17

emergency calls, designating POTS lines for (digit manipulation scenarios), 146-147

EM (Extension Mobility), 207, 290-298

encoding analog to digital conversions, 19-20

encryption (audio), SRTP, 60

end-to-end delay, VoIP networks, 70

End-User interface (CUCM), 226-227

end users (CUCM)

account interaction features, 253-254

application users versus, 252

credential policies, 253

device association, 254

importing via BAT, 256

LDAP integration


custom filters, 263


LDAP sync, 256-262

manually importing, 255

passwords, 253

PIN, 253

user locales, 254

enterprise IM and Jabber, 382

ephones (Ethernet Phones), 103

ephone hunt groups, configuring with CME, 201-203

ephone-dn

call parks, 177-180


GUI (Graphical User Interface) 523

FXS voice ports


PLAR, 136

GG.711 codec, 21

μ-law (mu-law), 20, 23

A-law, 20, 23

G.722 codec, 21

G.726 codec, 23

G.728 codec, 21

G.729ab codec, 23

G.729a codec, 21-23

G.729b codec, 21-23

G.729 codec, 20-21

gateways


CUCM call routing, 280

IOS gateway, VXML configuration, 340

monitoring activity via RTMT, 437-438

glare, analog connections, 8

goodbye call handler, CUC voice messaging integration, 350

GPickup (Group Call Pickup), CUCM telephony, 300

Greeting Administrator role (CUC voice messaging integration), 349

greetings (CUC voice messaging), 354

ground start signaling


loop starts versus, 117

group chat storage, CM-IMP, 384

GUI (Graphical User Interface)

CCP GUI, CME end user/endpoint implementation, 107-110

Study mode, 470-471

exam preparation

web resources, 477

Exam Preparation Tasks sections (test preparation), 470

Exchange and Cisco Unity Connection, 42

extension numbers, CUC voice messaging, 356

External Services menu (CUC Administration), 223

external video calls, 46

Ffacts, recalling (test preparation), 470

Fax-rate voice (dial peer 0), 142

faxes and VoIP, 17

feature services versus network services, 217

filters (LDAP custom)

creating, 263

syncing, 260

final number forwards, ephone hunt groups, 203

fixed delay in VoIP networks, 69

forwarding calls, configuring with CME

CLI, 172-173


IP phone calls, 172

forward routing rules, CUC voice messaging integration, 352

framing (ESF), 122

FXO voice ports

CME dial plans, 119

PLAR, 137

POTS lines, designating for emergency calls, 146-147

524 GUI (Graphical User Interface)

IICCS (Intracluster Communication

Signaling) and CUCM, 38

iLBC (Bitrate) codec, 21-23

IM (Instant Messaging)

CM-IMP, 387

enterprise IM and Jabber, 382

IMP (Instant Messaging and Presence)

features of, 44

interdomain federation, 44

Jabber XCP, 44-46

message compliance, 44

secure messaging, 45

importing users into CUC


CUCM, 368-370

LDAP, 370-372

informational signaling, 8

inline PoE couplers, IP phones, 56-57

inline power. See catalyst switch PoE

integration, CUE and CME direct inte-gration, 34

Intercluster trunking, CUCM, 38

Intercom feature, CUCM telephony, 301, 313-315

intercoms

barge-in functionality, 185

configuring with CME, 184-187

no-auto-answer functionality, 185

internal desktop calls, 46

Internet Low codec, 21

interview handlers, CUC voice messag-ing integration, 350

IntServ (Integrated Services) QoS model, 71

IOS gateway, VXML configuration at, 340

CME GUI, 34


enabling, 101-103

user creation, 101


HH.450.3 call forwarding standard,

173-175

header compression (link efficiency mechanisms), 73

Help Desk Administrator role (CUC voice messaging integration), 349

Help menu

Cisco Unified Serviceability Administration interface, 216



holding calls. See call parks

Holiday Schedules menu (CUC Administration), 223

HTTP (HyperText Transfer Protocol), CME configuration with CCP, 88, 91

hunt groups

CUCM call routing, 281

ephone hunt groups, configuring, 201-203

longest idle hunt groups, 201

parallel hunt groups, 201

peer hunt groups, 201

sequential hunt groups, 201

hunt lists, 282, 300, 311

hunt pilots, 300, 312



CUCM hunt groups (call routing), 282

IP phones 525




CUCM implementation

CDP, 235

DHCP, 235-240

DNS, 235

IP phone registration process, 236, 243-252

NTP, 234, 241

PoE, 235

SIP phone registration process, 236

TFTP, 235


CUCM support

common phone profiles, 243

configuration requirements, 240-243

device defaults, 242

device pools, 240-242

DHCP router IOS configuration, 239-240

DHCP server configuration, 237-239

phone button templates, 242

phone security profiles, 243


softkey templates, 242

dial plans, 407-410

Ethernet connections, 54-55

forwarding calls from, 172

mobility

Mobile Connect configuration, 331

MVA, 328

paging, configuring, 187

IP addresses, CME router configuration with CCP, 88

IP phones

boot process, 63, 404-407


CDP, 63

clock configuration, 65-67

CME interaction, 35-36

CUCM, adding to


BAT, 243, 250-251



TAPS, 243, 251-252

CUCM call flows













class of control, 282

class of control and CSS, 282-283

class of control and partitions, 282

526 IP phones

troubleshooting

boot process, 404-407

dial plans, 407-410

registration, 422-424

VLAN configuration, 57, 61-63

tagging, 59

trunking, 58-59

voice VLAN, 60

IP Precedence 0 (dial peer 0), 142

IP WAN (Internet Protocol Wide Area Networks), CUCM call flows, 273-274

ISR (Integrated Services Routers), CME support, 33-34

JJabber, 384

chats, 387

compliance, 387

CSF, 383, 390


IM, 387

integration support, 383


QoS, 387-388



user integration

CM-IMP, 394

CUCM, 389-392

video calls, 383

voice calls, 383

Jabber XCP (Enterprise Instant Messaging), 44-46

jitter and VoIP networks, 69-70

port configuration, 54-55

PortFast, 62

powering



power bricks, 57


QoS, 68-69

applying, 74

AutoQoS, 74-81

best effort model, 71

classification and marking mechanisms, 71

congestion avoidance mechanisms, 72

congestion management mechanisms, 72

data network requirements, 70-71

DiffServ model, 71

IntServ model, 71

link efficiency mechanisms, 72-73

policing and shaping mechanisms, 72

queuing algorithms, 73


video network requirements, 70

voice network requirements, 70

registering, 67-68, 422-424


SIP phones


phone NTP references, 241

registering, 236

mailboxes 527

linecoding (B8ZS), 122

line groups

call hunting, 300

CUCM hunt groups (call routing), 282

link efficiency mechanisms (QoS)

header compression, 73

LFI, 73

payload compression, 72

LLQ (Low-Latency Queuing), 73

local authentication, CME configuration with CCP, 88

local directory service (CME), 34

locales (user), end users (CUCM), 254

local group pickup, 183

local loops, PSTN, 12

locations (device pools), 241

logins, EM, 290

longest idle hunt groups, 201

loops (local), PSTN, 12

loop start signaling


ground starts versus, 117

MMAC addresses, manual IP phone

configuration in CUCM, 244

Mailbox Access Delegate Account role (CUC voice messaging integration), 349

mailboxes. See also voicemail boxes

Cisco Unity Connection, 42

CUC voice messaging, 356

call actions, 355

caller input, 355

greetings, 354



transfer rules, 354

K - Lkey systems, 14

Kiwi Syslog Daemon, 196

LDAP (Lightweight Directory Access Protocol)


CM-IMP integration, 385, 391

CUC voice messaging integration, 350, 357, 370-372

CUCM integration



LDAP custom filters, 263

LDAP sync, 256-262

custom filters, creating, 263

LDAP authentication, 257

configuring, 262

verifying, 263

LDAP servers, Cisco Unity Connection integration, 42

LDAP sync, 256-258

agreements, 259


custom filters, 260

DirSync activation, 260

requirements/behavior, 259

single instances of, 260

verifying, 262

LDAP menu (CUC Administration), 223

LFI (Link Fragmentation and Interleaving), 73

licenses (CCP), managing, 105

Licenses menu (CUC Administration), 222

line cards, PBX systems, 13

528 Mailbox Store Report (CUC Serviceability reports)

Microsoft Exchange 2003/2007, CM-IMP integration, 386

Microsoft Office Communications Server, CM-IMP integration, 385

Mobile Connect. See also Single Number Reach

access lists, 327-328

applying, 334-335


configuring

access lists, 333-335

IP phones, 331

remote destination profiles, 331-332

ring schedules for each remote destination, 332

service parameters, 335-336

softkey templates, 329-330

user accounts, 329-330

description of, 326

remote destination profiles

adding remote destinations to, 331-332

configuring, 331

configuring ring schedules for each remote destination, 332

time-of-day access, 327-328



mobility in CUCM

EM, 290-298

Mobile Connect

access lists, 327-328, 333-335


description of, 326

remote destination profiles, 327-328, 331-332

ring schedules, 332

service parameters, 335-336

Mailbox Store Report (CUC Serviceability reports), 462-463

maintenance, CUC Serviceability reports and maintenance operations, 462-464

maintenance reports (CUCM), 427

manually configuring

CUC voice messaging user accounts, 365-366

IP phones in CUCM, 243-247

Media Resources menu (CM Administration interface), 214

MeetingPlace, CM-IMP integration, 386

Meet-Me numbers, call routing in CUCM, 278

memberships, CUC Message Store, 374

memory tables (test preparation), 469

Message Storage menu (CUC Administration), 222

Message Store (CUC), 373

memberships, 374


message quotas, 375-376

messaging

CUC voice messaging

aging policies, 357, 374-375

mailboxes, 355

memberships, 374

quotas, 375-376

user templates, 355, 360-362

playback settings, CUC voice messag-ing user templates, 363-364

voice messaging systems, comparing, 41

VoIP, 17

Messaging menu (CM-IMP Administration), 224

Microsoft Exchange

Cisco Unity Connection and, 42

Night Service (CME), configuring with CCP 529

NNANP (North American Numbering

Plan), 15-16

Native Presence (CUCM), 301-303

BLF call lists, 317

BLF speed dials, 315-316

custom presence groups, 317-320

presence-enabled call lists, 316

Networking menu (CUC Administration), 222

networks

PSTN


analog telephones, 12

components of, 12-13

CO switches, 13

digital connections, 14

digital telephones, 13

key systems, 14

local loops, 12

numbering plans, 15-16

PBX systems, 13

private switches, 13

SS7, 14

trunks, 13

troubleshooting

CME servers, 407

DHCP servers, 406

PoE verification, 405

TFTP servers, 406

Voice VLAN assignments, 405

voice network directories, 168-171

VoIP, 17

network services versus feature services, 217

Night Service (CME), configuring with CCP, 203-206



MVA, 328

activating MVA service, 337


enabling MVA for each user, 338

media resources, 339


VXML application, configuring at IOS gateway, 340

MoH (Music on Hold)


EM and CUCM, 290

monitoring via RTMT (Real-Time Monitoring Tool), 434

CUCM monitoring

alerts, 442-443






syslog, 443-444


interface of, 436

multiple instances of, installing, 435

MOS (Mean Opinion Scores), compression, 20

mu-law (μ-law), G.711 codec, 20, 23

multi-VLAN access ports, 60-63

MVA (Mobile Voice Access), 328, 336

activating MVA service, 337

enabling MVA for each user, 338

media resources, 339


VXML application, configuring at IOS gateway, 340

530 No Access privilege (CUCM roles)

opening greeting rule (forward rout-ing), CUC voice messaging integra-tion, 352

operator call handler, CUC voice messaging integration, 350

operator calls, directing to receptionist (digit manipulation scenarios), 145-146

originating number forwards, ephone hunt groups, 203

Other Group Pickup, CUCM telephony, 300

other pickup, 183

Outcall Billing Detail Report (CUC Serviceability reports), 464

Outcall Billing Summary Report (CUC Serviceability reports), 464

Owner User ID, manual IP phone configuration in CUCM, 244

Ppacket loss, VoIP networks, 69-70

packetization intervals, 411

packets, VoIP and voice to packet conversions, 17-21

paging, configuring with CME, 187-190

parallel hunt groups, 201

partitions (CUCM call flow class of control), 282

passwords

CME administration, 88

CUCM administration interface, 214

CUC voice messaging user templates, 354, 359-360

end users (CUCM), 253

LDAP authentication and CUCM, 257, 262-263

payload compression (link efficiency mechanisms), 72

No Access privilege (CUCM roles), 219

No application support (dial peer 0), 142

no-auto-answer functionality in intercoms, 185

No DID support (dial peer 0), 142

No DTMF relay (dial peer 0), 142

no-mute functionality in intercoms, 185

No Resource RSVP (Reservation Protocol) support (dial peer 0), 142

Notepad templates, ephone-dn call forwarding configuration, 173

notification devices, CUC voice messaging, 356, 364-365

NTP (Network Time Protocol)

clock configuration on Cisco devices, 65-67

IP phones, CUCM implementation, 234-235, 241

SIP phones, phone NTP references, 241

numbering plans

E.164, 15

NANP, 15-16

PSTN, 15-16

Nyquist, Dr. Henry, 17-20

OOff, Barge option (Barge feature), 305

off hook entries, Native Presence (CUCM), 302

on hook entries, Native Presence (CUCM), 302

online resources for exam preparation, 477

OOB (Out-Of-Band) signaling, 12

opening greeting (call handler), CUC voice messaging integration, 350

opening greeting rule (direct routing), CUC voice messaging integration, 351

Presence, CM-IMP 531

policing and shaping mechanisms (QoS), 72

Port Activity Report (CUC Serviceability reports), 461-462

port caller ID, FXS voice ports, 118

PortFast and IP phones, 62

ports

console ports, CME administration via command-line, 479

IP phone port configuration, 54-55

voice ports

analog voice ports, 116-119


digital voice ports, 120-125

FXO voice ports, 119, 137, 146-147

FXS voice ports, 116-118, 136

POTS (Plain Old Telephone Service)

dial peers, 125-131, 142, 151, 155

lines, designating for emergency calls (digit manipulation scenarios), 146-147

power bricks, 57


Practice configurations (test preparation), 470

Practice exams

activating, 468

downloading, 468

Practice Exam mode (Exam Engine), 470-471

Presence, CM-IMP

calendar resource integration, 386

CCMCIP, 384

chats, 387

compliance, 387

components of, 384

conferencing resource integration, 386

CUC integration, 385

PBX (Private Branch Exchange) systems

CCS, 12

components of, 13

control cards, 13


line cards, 13

trunk cards, 13

Pearson Cert Practice Test engine. See Exam Engine

peer hunt groups, 201

performance, VLAN, 58

persistent chats, CM-IMP, 387

phone button templates, IP phones and CUCM implementation, 242-244, 313

Phone Interface Failed Logon Report (CUC Serviceability reports), 459-460

phone menu, CUC voice messaging user templates, 362-363

phone security profiles, IP phones and CUCM implementation, 243

phone users (CME), 100

PIN (Personal Identification Numbers), 253

PLAR (Private Line Automatic Ringdown), dial peers, 136-137

playback message settings, CUC voice messaging user templates, 363-364

PoE (Power over Ethernet)




PoE Plus, 56

power bricks, 57



verifying, 405

532 Presence, CM-IMP

components of, 12-13

CO switches, 13

dial plans, 134-135

digital connections, 14

digital telephones, 13

emergency calls, designating POTS lines for (digit manipulation scenarios), 146-147

failover using prefix command (digit manipulation scenarios), 143-145

key systems, 14

local loops, 12

MVA, 328

numbering plans, 15-16

PBX systems, 13

private switches, 13

PSTN backup using CAC call flows (CUCM), 275-276

SS7, 14

trunks, 13

Publisher role, CUCM and Cisco IP phone interaction, 39-41

PVDM (Packet Voice DSP Modules), 22-23

QQoS (Quality of Service)

applying, 74

AutoQoS, 74-81



CM-IMP, 387-388



definition of, 68

DiffServ model, 71



IM, 387

Jabber, 381-395

LDAP integration, 385, 391

MeetingPlace integration, 386

Microsoft Exchange 2003/2007 inte-gration, 386

Microsoft Office Communications Server integration, 385


QoS, 387-388

Rich Presence service, 384


user integration

CM-IMP, 394

CUCM, 389-392

WebEx integration, 386

Presence menu (CM-IMP Administration), 224

privacy, CUCM telephony, 300

private DL (Distribution Lists), CUC voice messaging integration, 356, 367-368

private switches, PSTN, 13

privileges (CUCM user management), 219

productivity, VoIP, 17

profiles (phone) and CUCMimplementation, 243

PSTN (Public Switched Telephone Networks), 10


analog telephones, 12

centralized deployment PSTN backup call flows (CUCM), 274

CME and Cisco IP phone interaction, 36

registering 533


DiffServ QoS model, 71

IntServ QoS model, 71






quanitization, 19-20

queuing algorithms (QoS), 73

RRBS (Robbed Bit Signaling), 11

Read privilege (CUCM roles), 219

recalling facts (test preparation), 470

receptionist, directing operator calls to (digit manipulation scenarios), 145-146

redundant server clusters and CUCM, 37

regions (device pools), 241

registering

CME, troubleshooting, 403

CME servers, 407

DHCP servers, 406


TFTP servers, 406


IP phones, 67-68


BAT, 243, 250-251

CUCM implementation process, 236


IntServ model, 71

IP phones, 68-69

applying to, 74

AutoQoS, 74-81






DiffServ QoS model, 71

IntServ QoS model, 71






link efficiency mechanisms

header compression, 73

LFI, 73

payload compression, 72




VoIP networks, 68-69

applying to, 74

AutoQoS, 74-81





534 registering

CUC

CUC Serviceability reports, 452-454, 459-464

Serviceability Reporter service (Cisco Unified Serviceability), 455


CUCM reports

analyzing, 427

CAR tool, 427-434

generating, 425-426



device reports, generating via CAR tool, 434

Mailbox Store Report (CUC Serviceability reports), 462-463

Outcall Billing Detail Report (CUC Serviceability reports), 464

Outcall Billing Summary Report (CUC Serviceability reports), 464

Phone Interface Failed Logon Report (CUC Serviceability reports), 459-460

Port Activity Report (CUC Serviceability reports), 461-462

Route Plan Reports, deleting unassigned DN, 424-425

Server Report (Serviceability Reports Archive), 458-459




system reports, generating via CAR tool, 433-434

Transfer Call Billing Report (CUC Serviceability reports), 464


TAPS, 243, 251-252

troubleshooting registration, 422-424

SIP phones, CUCM implementation process, 236

Remote Administrator role (CUC voice messaging integration), 349

remote browsing, monitoring via RTMT, 443

remote destination profiles (Mobile Connect)

adding remote destinations to, 331-332



repeaters, analog connections, 9

reports

Alerts Report (Serviceability Reports Archive), 457-458


CAR tool, 427

CDR and, 429-433

CMR and, 429-430

device reports, 434



service parameter configuration, 428



user types, 429

Cisco Serviceability Reporter service (Cisco Unified Serviceability), 455

Cisco Unified Serviceability

Cisco Serviceability Reporter service, 455

Serviceability Reports Archive, 455-459

SCCP (Skinny Client Control Protocol) 535

voice ports




FXO voice ports, 119, 137, 146-147


RTCP (Real-Time Transport Control Protocol) and VoIP, 23-24

RTMT (Real-Time Monitoring Tool), 434

CUCM monitoring

alerts, 442-443






syslog, 443-444


interface of, 436

multiple instances of, installing, 435

RTP (Real-Time Transport Protocol)

CME and Cisco IP phone interaction, 35

CUCM call flows

centralized remote branch call flows, 274


VoIP and, 23-24

runtime data, CUCM, 38

Ssampling analog to digital conversions, 19

SCCP (Skinny Client Control Protocol)

CME


Cisco IP phone interaction, 35

Unused Voice Mail Accounts Report (CUC Serviceability reports), 463-464

User Lockout Report (CUC Serviceability reports), 460-461

Users Report (CUC Serviceability reports), 453-454

restoring from backups via DRS, 446

Rich Presence service (CM-IMP), 384

ring schedules, configuring for each remote destination in Mobile Connect, 332

roles

CUC voice messaging, 349-350, 354, 360

CUCM user management, 219-220

route patterns, call routing in CUCM, 278

Route Plan Reports, deleting unassigned DN 424-425

routers

call processing and dial peers, 137-142

CCP, 105

CME routers


configuring with CCP, 88

managing with CCP, 89-93

DHCP configuration in IOS, IP phone and CUCM support, 239-240

digit manipulation, 142

designating POTS lines for emergency calls, 146-147

directing operator calls to receptionist, 145-146



DSP, 21-23

ISR, CME support, 33-34

536 SCCP (Skinny Client Control Protocol)

IP phone and CUCM support, 237-239


router-based configuration, 64-65

LDAP, Cisco Unity Connection integration, 42

TFTP servers

boot process, 406

CUCM and, 39


IP phone registration, 68

registering IP phones, 423

troubleshooting IP phones, 423

VCS, 46-47

service activation (IP phones), CUCM support, 237

service parameters, configuring via Mobile Connect, 335-337

shared lines, CUCM telephony, 299, 303-304

signaling

address, 8

CAS, 10-11

CCS, 11-12

CSS, 14

degradation, 10

ground start, analog connections, 8

ICCS and CUCM, 38

informational, 8

loop start, analog connections, 8

OOB, 12

RBS, 11

SS7 and PSTN, 14

supervisory, 8

Single Number Reach, configuring with CME, 199-200. See also Mobile Connect


CUCM call flows


distributed deployment call flows, 277

with DNS (with/without), 270-271


scheduling

backups via DRS, 445-446

ring schedules, configuring for each remote destination in Mobile Connect, 332

searching for devices via RTMT, 438-439

security

audio encryption, SRTP, 60

CCP, 105

CUCM administration interface, 214

device security profiles, manual IP phone configuration in CUCM, 244

phone security profiles, IP phones and CUCM implementation, 243

VLAN, 58

Self Care Portal (CUCM), 226-227

self-provisioning IP phone registration in CUCM, 243, 252

SEP (Selsius Ethernet Phone), 65

sequential hunt groups, 201

Server Report (Serviceability Reports Archive), 458-459

servers

CME servers, 407

CUPS and CUCM, 273

DHCP servers

boot process, 406

System menu 537

SS7 (Signaling System 7), PSTN, 14

SSH (Secure Shell), CME

administration via command-line, 479

configuration with CCP, 88

storing

group chats with CM-IMP, 384

messages, CUC voicemail boxes, 373

memberships, 374


quotas, 375-376

Study mode (Exam Engine), 470-471

study Plans (test preparation), 469

Subscriber role, CUCM and Cisco IP phone interaction, 39-41

supervisory signaling, 8

switches and PSTN

CO, 13

private, 13

synchronizing LDAP sync, 256-258

agreements, 259


custom filters, 260

DirSync activation, 260

requirements/behavior, 259

single instances of, 260

verifying, 262

syslog, monitoring via RTMT, 443-444

system administrators

CME, 100

System Administrator role (CUC voice messaging integration), 350

system analysis reports (CUCM), 427

system call handlers, CUC voice messaging integration, 350

System menu



SIP (Session Initiation Protocol)

CME


Cisco IP phone interaction, 35


CUCM call flows


distributed deployment call flows, 277



SIP phones


phone NTP references, 241

registering (CUCM implementa-tion process), 236

SIP URI, 278

SNMP menu (Cisco Unified Serviceability Administration inter-face), 216

softkey templates

IP phones and CUCM implementa-tion, 242

Mobile Connect configuration, 329-330

softphones

softphone mode (Jabber), 382, 386

VoIP and, 17

SRST (Survivable Remote Site Telephony)

CCP and CME router configuration, 92

centralized deployment PSTN backup call flows (CUCM), 274

CUC voice messaging, 356

PSTN backup using CAC call flows (CUCM), 276

SRTP (Secure Real-Time Protocol), audio encryption, 60

538 system reports, generating via CAR tool

Telephony Integrations menu (CUC Administration), 223

TelePresence calls, 46

Telnet

CME administration via command-line, 479

CME configuration with CCP, 88, 91

templates

Notepad templates, configuring ephone-dn call forwarding, 173

Phone Button templates, 313

phone button templates

IP phones and CUCM implementation, 242

manual IP phone configuration, 244

softkey templates

IP phones and CUCM implementation, 242

Mobile Connect configuration, 329-330

UDT, 248-250

ULT, 248-250

user templates in CUC voice messag-ing integration


basics of, 358

call actions, 355

caller input, 355


greetings, 354





phone menu, 362-363


roles, 354, 360

system reports, generating via CAR tool, 433-434

System Settings menu (CUC Administration), 222

Ttagging (VLAN), 59

TAPS (Auto Register Phone Tool), IP phone registration in CUCM, 243, 251-252

TDM (Time-Division Multiplexing), 10

Technician role (CUC voice messaging integration), 350

telephones and PSTN

analog, 12

digital, 13

telephony

CUCM


call coverage, 298-315


call hunting, 300-301, 310-313

call park, 301, 308-310


CFA, 298





GPickup, 300


Native Presence, 301-303, 315-320


privacy, 300



troubleshooting 539

Tools menu

Cisco Unified Serviceability Administration interface, 216

CUC Administration, 223

Trace menu (Cisco Unified Serviceability Administration inter-face), 216

Transfer Call Billing Report (CUC Serviceability reports), 464

transferring calls

blind transfers, 175


consult transfers, 175

transfer rules, CUC voice messaging, 354

translation patterns, call routing in CUCM, 277

translation profiles, digit manipulation scenarios, 148-151

troubleshooting

best practices, 402-403, 421-422

boot processes, IP phones, 404-407

CME

CME servers, 407

dial plans, 407-410

QoS, 410-413

registration issues, 403-407

CUC Serviceability reports and trou-bleshooting operations, 459-462

CUCM, 421

analyzing reports, 427

CAR tool, 427-434

DN, 424-425




QoS, 413


DHCP servers, IP phone boot process, 406

transfer rules, 354

TUI settings, 355

Templates menu (CUC Administration), 222

test preparation

chapter-ending review tools, 469

Cisco Learning Network, 469

Exam Engine

activating other exams, 468

activating practice exams, 468

downloading practice exams, 468

installing, 467


Study mode, 470-471

Exam Preparation Tasks, 470

memory tables, 469

Practice configurations, 470

Premium Edition, 468

recalling facts, 470

study plans, 469

web resources, 477

TFTP (Trivial File Transfer Protocol)

CUCM and, 39

IP phones

boot process, 63, 406


registering, 423

troubleshooting, 406, 423

time/date, setting in Cisco devices, 65-67

time-of-day access in Mobile Connect, 327-328

TMS (TelePresence Management Suite), 47

toll call control, CUC voice messaging, 356

tones (call progress), FXS voice ports, 118

540 troubleshooting

PSTN, 13

VLAN trunking, 58-59

VoIP trunking and CME, 34

TUI settings, CUC voice messaging user templates, 355

UUDT (Universal Device Templates),

248-250

ULT (Universal Line Templates), 248-250

unified collaboration, 32



Exchange and, 42

features of, 42

LDAP directory server integra-tion, 42

mailboxes, 42

voicemail, 42

voice messaging, 41

VPIM, 42

CME

call processing, 34


command-line configuration, 34

CTI support, 34

device control, 34

direct integrating with CUE, 34

features of, 34

GUI-based configuration, 34

ISR G2 platform support, 33-34

local directory service, 34

VoIP trunking, 34

CUCM, 33

appliance-based operation, 37

audio telephony support, 37

dial plans, 407-410

disaster recovery via DRS, 444


CUC, 445

CUCM, 445

CUP, 445



DN (unassigned), 424-425

IP phones

boot process, 404-407

dial plans, 407-410

QoS, 410-413

registration, 422-424

Jabber, 394-395

methodology of, 402-403, 421-422

monitoring via RTMT, 434

CUCM monitoring, 437-444

installing multiple instances of RTMT, 435

interface operation, 436

networks

CME servers, 407

DHCP servers, 406


TFTP servers, 406


PoE, 405

QoS, 410-413

TFTP servers, IP phone boot process, 406


trunk cards, PBX systems, 13

trunking

CUCM

call routing, 277, 280


VCS (Video Communication Server) 541

User Lockout Report (CUC Serviceability reports), 460-461

user management

CUCM

Access Control Groups, 220-221

privileges, 219

roles, 219-220

User Management menu (CM Administration interface), 215

usernames (CME administration), CME configuration with CCP, 88

Users menu (CUC Administration), 222

Users Report (CUC Serviceability reports), 453-454

user templates, CUC voice messaging integration


basics of, 358

call actions, 355

caller input, 355


greetings, 354





phone menu, 362-363


roles, 354, 360

transfer rules, 354

TUI settings, 355

VVAD (Voice Activity Detection),

21, 142

variable delay, VoIP networks, 69

VCS (Video Communication Server), 46-47

call processing, 41


Cisco Unity Connection interaction, 43-44

clusters, 39

database replication, 38

directory service support/integration, 38

DRS, 38

features of, 37-38

ICCS, 38


redundant server clusters, 37

runtime data, 38

TFTP servers, 39

video telephony support, 37

VMware installation, 37

voice gateway control/communi-cation, 38

IMP

features of, 44

interdomain federation, 44

Jabber XCP, 44-46

message compliance, 44

secure messaging, 45

TMS, 47

VCS, 46-47

Unified Communications (CCP), 105-107

unregistered entries, Native Presence (CUCM), 302


Update privilege (CUCM roles), 219

User Administrator role (CUC voice messaging integration), 350

user locales, end users (CUCM), 254

542 verifying

voice messaging and CUC integration, 41, 343

Audio Text Administrator role, 349

Audit Administrator role, 349

authentication rules, 352

call handlers, 350

call routing, 351

call routing rule filters, 352

CUC Message Store, 373

memberships, 374


quotas, 375-376

CUCM using SCCP, 347-348

dial plans, 353

direct routing rules, 351

DL, 352

enterprise parameters, 350

forward routing rules, 352

Greeting Administrator role, 349

Help Desk Administrator role, 349

LDAP, 350, 357, 370-372

Mailbox Access Delegate Account role, 349

mailboxes

call actions, 355

caller input, 355

greetings, 354



transfer rules, 354

multisite deployments, 347

overview of CUC, 346

Remote Administrator role, 349


single-site deployments, 346

SIP and CUC integration, 348

System Administrator role, 350

verifying

LDAP sync, 262

PoE, 405

video

video calls

external video calls, 46

internal desktop calls, 46

Jabber, 383

TelePresence calls, 46

TMS, 47

VCS, 46-47

video telephony and CUCM, 37

voice/video summaries (CUCM), monitoring via RTMT, 437

VLAN (Virtual Local Area Networks)

benefits of, 58

IP phones, 57

configuring, 61-63

registering, 423


VLAN tagging, 59

VLAN trunking, 58-59

voice VLAN, 60

manageability, 58

multi-VLAN access ports, 60-63

performance, 58

security, 58

tagging, 59

topology independence, 58

trunking, 58-59

VLAN-hopping attacks, 63

voice VLAN, 60

VMware installation and CUCM, 37

voice

VoIP and voice to packet conversions, 17-21

voice calls

Jabber, 383

voice call legs, 126-127

voice gateway control and CUCM, 38

voicemail 543

transfer rules, 354

TUI settings, 355

voicemail boxes



quotas, 357, 375-376

voice network directories, configuring, 168-171

voice ports

analog voice ports


FXO voice ports, 119, 137, 146-147


CME dial plans



FXO voice ports, 119, 146-147

FXS voice ports, 116-118



voice VLAN (Virtual Local Area Networks), 60, 405


voicemail

call hunting, 300



voicemail pilots, CUC voice messaging integration, 347-348

voicemail ports, call routing in CUCM, 277

VoIP, 17

system settings

general configuration, 349

roles, 349-350

Technician role, 350

User Administrator role, 350

user configuration, 355

AAR, 356

account creation options, 356

alternate extensions/names, 366-367

call forward options, 356

extension numbers, 356


notification devices, 356

private DL, 356, 367-368

SRST, 356

toll call control, 356

voicemail boxes, 356

user importation


CUCM, 368-370

LDAP, 370-372

user templates


basics of, 358

call actions, 355

caller input, 355


greetings, 354





phone menu, 362-363


roles, 354, 360

544 voicemail boxes (CUC voice messaging)

port configuration, 54-55

PortFast, 62

power bricks, 57


QoS, 68-81

registering, 67-68


VLAN configuration, 57-63

jitter, 69-70

packet loss, 69-70

potential problems with, 69-70

QoS, 68-69

applying, 74

AutoQoS, 74-81






DiffServ model, 71

IntServ model, 71






variable delay, 69

VOMIT (Voice Over Misconfigured Internet Telephones), voice VLAN, 60

VPIM (Voice Profile for Internet Mail) and Cisco Unity Connection, 42

voicemail boxes (CUC voice messag-ing), 356. See also mailboxes



quotas, 357, 375-376

Voicemail Port Wizard, CUC voice messaging integration, 347-348

VoIP (Voice over IP)

business benefits of, 16-17

cabling, 17

CME, VoIP trunking, 34

compatibility, 17

cost of, 16

dial peers, 125, 131-133, 143-144

DSP, 10, 21-23

email, 17

faxes, 17

messaging, 17

networks, 17

productivity, 17

PVDM, 22-23

RTCP, 23-24

RTP, 23-24

softphones, 17

voicemail, 17

voice to packet conversions, 17-21

VoIP networks

bandwidth, 69

delay, 69-70

end-to-end delay, 70

fixed delay, 69

IP phones

boot process, 63

catalyst switch PoE power, 56

CDP, 63

clock configuration, 65-67

Ethernet connections, 54-55


XCP (Extensible Communication Platform) 545

VXML (Voice eXtensible Markup Language)

MVA, 328

MVA VXML, configuring at IOS gateway, 340

Wwaveforms (analog), 7

web resources for exam preparation, 477

WebEx, CM-IMP integration, 386

WFQ (Weighted Fair Queuing), 73

Whisper intercom feature, CUCM telephony, 301

wildcards (dial peer), 133-134

Wireshark, voice VLAN, 60

X - Y - ZXCP (Extensible Communication

Platform). See Jabber XCP

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